Job Description

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Business Process Analyst

Join a team where

Purpose

drives everything we do,

Ambition

fuels our growth,

Trust

builds our foundation, and

Respect

shapes our culture.

We're not just hiring aEUR" we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.

Contract: FTC 18 months.

Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: 44,075 - 53,573

Location: London Docklands

Reporting to: Head of Central Support.

By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

Join our community -

This is a great opportunity to learn about the Financial Ombudsman and the work that we do.join here

About Us:

The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.


To better serve our customers, we are embarking on a comprehensive modernisation of the Redress System through our internal aEUR~Modernising Redress Programme'.


This pivotal initiative will be driven by the outcomes of the recent joint Call for Input with the FCA and HM Treasury's review of the Financial Ombudsman Service.


After 25 years of dedicated service, now is the perfect moment to reset the system, ensuring both our Service and the redress framework are ready for the future. If you are passionate about driving enterprise-level change and transformation, this is an exciting opportunity to join us and help shape the future of redress.


https://www.gov.uk/government/consultations/fs-sector-strategy-review-of-the-financial-ombudsman-service


We are looking for a Business Support Process Analyst to work within the Central Support team. The Central Support team exists to enable the successful delivery of the Modernising Redress workstreams.


As a Business Process Analyst, you'll play a key role in mapping and documenting the end-to-end processes that underpin our casework across all programme workstreams. Working closely with subject matter experts from the programme team and across the business, you will capture the aEUR~as is' view of how we work today, identifying pain points and ensuring an accurate baseline for solution design and future improvements. You will also support the development of future-state processes and contribute to identifying improvements on specific processes.

What You'll Do:

Collaborate across the business to document current processes, including inputs, outputs, stakeholders, and dependencies. Produce clear process maps and supporting documentation to enable shared understanding and future design. Identify inefficiencies, risks, and gaps during process mapping to inform improvements. Support workshops by capturing outputs and documenting proposed future-state processes. Maintain up-to-date process documentation and work closely with the Business Process Engineer to ensure smooth transitions between mapping, design, and optimisation.
To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:

Minimum Criteria

Experience as a business process analyst, ideally in a regulated or service-based environment. Demonstratable skills in process mapping, proficiency in tools (e.g., Visio) and process improvement. Strong analytical skills with a demonstrated ability to extensively analyse business processes and workflows. Experience of documenting process information using visual diagrams in the form of business process models using the Business Process Management Notation Experience in collaborating with wider programme team members. This will be key, particularly in developing robust specification requirements for identified initiatives Ability to lead process workshops with confidence and curiosity, navigating competing views to uncover how work really happens and produce a clear, agreed picture

It would also be nice for you to bring:

A clear communication style, someone who can turn complexity into simple, visual outputs. Curious, pragmatic and comfortable supporting both discovery and solution design activities. BPM Certification (AIIM BPM Certificate, Certification from BPMInstitute.org, ABPMP's Certified Business Process Professional (CBPP) Holding or working towards Lean/Six Sigma Certification

Why You'll Love Working With Us:

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:


https://www.financial-ombudsman.org.uk/who-we-are/aims-values

Flexibility

: Work your way aEUR" remote, hybrid, or in-office

Wellbeing

: [Health plan, gym memberships, mental health support]

Growth

: We invest in your future with [courses, mentorship, promotions]

Culture

: Diverse. Inclusive. Collaborative. Fun.
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:


25 days holiday entitlement, with the option to buy extra or sell days Generous pension Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

Let's Make This Easy

Apply in a few minutes:


Apply with your updated CV, ensuring you are highlighting where your experience fits the minimum criteria.

Applications need to be submitted by the 10th of November 2025

Shortlisted candidates will be invited to a first stage which may include completing online assessments and or a telephone interview.


Formal interviews for this role will be in week commencing 25th Nov 2025


Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

The Financial Ombudsman is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more


https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion


Don't miss out be part of the journey and take advantage of this opportunity.

Authenticity of applications

To ensure a good candidate experience we do not use AI tools for our screening process. As such we value authentic personal applications.


Thank you for your interest in working with us, we wish you luck with your application.