Business Analyst People & Culture Hatfield

Affinity Water have a new opportunity available as a Business Analyst working in our Customer Transformation Team. The Role:

As a Business Analyst you will initially work on our Customer Transformation programme, helping deliver the replacement of legacy CRM systems with a modern, integrated customer platform. Beyond this, you will contribute to a broader pipeline of change initiatives, supporting continuous improvement and digital transformation across the business.

This is a hands on, delivery-focused BA role, where you will own problem definition, shape requirements, and drive a high quality backlog that enables successful delivery.

You'll work at the heart of cross functional teams, bridging business, product, and technology to ensure solutions are customer centric, data driven, and operationally effective.

What you'll be doing:

• Lead the definition and articulation of business problems, ensuring clear objectives, scope, and success criteria across a range of change initiatives.

• Elicit, analyse, and document requirements using appropriate techniques aligned to the delivery methodology (Agile, Waterfall, or hybrid).

• Drive backlog refinement and requirements elaboration, ensuring clarity, completeness, and readiness aligned to the chosen delivery approach.

• Work closely with Product/Journey Leads and stakeholders to support prioritisation decisions, incorporating business value, dependencies, and risk.

• Facilitate stakeholder discussions to ensure alignment across initiatives, adapting facilitation style to suit both Agile ceremonies and structured governance forums.

• Contribute to solution design discussions, ensuring alignment with business requirements and broader architectural considerations.

What you'll need:

• 5+ years' experience as a Business Analyst in complex change or transformation programmes.

• Strong experience in:

  Problem definition and requirements elicitation

  User story creation and backlog management

  Stakeholder engagement and facilitation

• Experience working with both Agile and Waterfall methodologies.

• Excellent communication skills with the ability to translate between business and technical teams.

• Experience with tools such as Jira, Visio, Mural, BPMN, UML.

• Experience in customer journey mapping or service design.

• Experience in CRM or customer transformation programmes (desirable).

• Background in utilities, contact centre, or billing environments (desirable).

• BCS Business Analysis certification (desirable).

Hybrid working with a typical expectation of two office days per week, increasing as required during key project phases and workshops.

Benefits:

• Salary: Up to £55,000 (dependent on skills and experience)

• Hours: 08:30am - 17:00pm (Mon - Thurs), 08:30am - 16:30pm (Friday)

• 3 months notice period.

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.

• A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a range of retail outlets through our Tap4Perks scheme.

• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice.

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we're committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we're not able to offer interviews to all, we'll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.