Business Analyst – London, digital/web services, customer journeys, Google Analytics, Government website development
London , Quote
Business Analyst – London, digital/web services, customer journeys, Google Analytics, Government website development

****The client has determined that this role falls within the Off-Payroll Worker Legislation****

Our Government client is currently look for a Business Analyst to join their “in-house” Agile Delivery Team.

The aim of this role is to collate all the information from across the service and use this to map out customers’ journeys, including:
• Touch points before and whilst using the service.
• Where customers drop out.
• What they do when they drop out.

The journey maps will help them identify what successful journeys look like and where they need to make improvements. These outputs, along with all our other work, will help us prioritise our product backlog. It will also help our client understand how they can improve their non-digital channels to support their customers and think about how they can measure the impact of the changes.


Business Analysts are key to our agile and customer design teams. They currently have a gap in their understanding of what data they have that will help them understand how they can improve their service for their users. As the successful Business Analyst you will challenge the ‘as is’ position and drive out potential changes from small efficiencies to wholesale end to end process transformation.

The main responsibilities of the post are:

• Working with the agile team, based in Worthing, to map out the customer journey informed by existing research findings, user feedback and user interviews. This will include mapping:
o customers’ routes into the Agency
o their journey through our digital and non-digital channels
o the outcome of their interaction
At the end of the first phase of work, they want to be able to see all the routes customers take through the service. Please note: some travel to the Worthing office will be needed.

• Working with the Information and Analysis team, based in London, to map the performance data that they have against the mapped customer journey so that they can use this to help them better understand their service and how it works for customers.

• Reviewing and updating their Google Analytics dashboard to improve the information they get out and how they use it. This will include setting up new funnels and dashboards to help them measure their performance in real time.

Specialist skills and requirements


? Experienced in analysing digital / web services in a fast paced environment
? Experienced in customer journey mapping
? Experienced in designing and improving Google Analytics dashboards
? Strong problem solving and decision making
• Proven experience of gathering business requirements for web based services.
• Proven experience of working in an agile development environment with User Experience teams, designers and developers to create new digital products and services

• Experience of working on Government website developments and taking services successfully through the digital by default service standard assessment process
• Experience working with analytical teams
• Experience across web content, tools and transactional services, especially those with complex user journeys.

Other information

If this role is of interest to you or you would like more information, please contact Laura Waddy submit your application now.
Location London
Start Date ASAP
Reference C928342LW
Contact Laura Waddy on 01908 278450 or via Email
Posted 14/7/2017

For temporary contract vacancies Triad Resourcing acts as an Employment Business and for permanent vacancies Triad Resourcing acts as an Employment Agency.

Triad is an equal opportunities employer and encourages applications from suitably qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief.

Application Form

  • Upload CV

Share this Job