Business Analyst - Customer Experience

Overview

We are hiring for a Business Analyst – Customer Experience role at Yorkshire Water . This permanent, full-time position (37 hours per week, Monday – Friday) is based in West Yorkshire with hybrid working (1-2 days in the office per week; Bradford then relocating to Leeds Summer 2026).

Location and work type

Location: West Yorkshire / Hybrid Working (1-2 days in the office a week – Bradford then relocating to Leeds Summer 2026)

Work type: Permanent. 37 hours per week, Monday – Friday.

What we do

Yorkshire Water provides essential water and wastewater services to millions in the region. We look after communities, protect the environment, and aim to deliver reliable service 24/7. Our Technology function helps meet changing customer and regulatory expectations.

As our Business Analyst – Customer Experience you will

• Lead business analysis activities across multiple projects, producing clear and actionable requirements for IT solutions, including bespoke software, third-party products, and cloud-based services.
• Translate business needs into detailed specifications such as UI designs, data models, process changes, and interface designs.
• Apply best practice requirements engineering techniques, including elicitation, analysis, validation, documentation, and traceability.
• Use a range of elicitation methods such as interviews, workshops, and surveys to capture accurate requirements.
• Develop AS-IS and TO-BE process models, perform gap analysis, and support transition planning.
• Ensure thorough User Acceptance Testing and assist with related testing activities.
• Support delivery of solutions that meet business objectives and drive sustainable change.
• Work confidently with both Agile and Waterfall methodologies across all stages of the project lifecycle.
• Assist in building and maintaining a prioritised backlog of requirements and user stories.
• Break down epics and user stories into actionable units for development teams.
• Support Agile ceremonies and maintain physical/digital boards.
• Own and continuously improve the user story lifecycle, including Definition of Ready/Done.
• Collaborate with Product Owners, Delivery Managers, Scrum Masters, Technical Leads, and QA teams to achieve successful outcomes.
• Deliver functionality that supports business operations and process improvements.
• Secure stakeholder buy-in through governance and sign-off on requirements and testing.
• Resolve conflicting requirements by facilitating discussions between stakeholder groups.

What skills & qualifications you will need

• A natural curiosity and ability to dig deep to collect, evaluate, and interpret information from multiple sources to uncover real user needs.
• Strong analytical and problem-solving skills with a knack for turning complexity into clarity.
• Excellent relationship building skills, able to connect and collaborate effectively at all levels.
• Awareness of application technologies and how to harness them for business benefit.
• Ability to prioritise and deliver in a fast-paced, ever-changing environment.
• Highly organised with a sharp eye for detail.
• Proactive and driven, someone who takes ownership and thrives on responsibility.
• Creative thinker with the confidence to challenge and innovate.
• Currently working towards a professional qualification in Business Analysis (e.g., BCS Business Analysis Certification/Diploma or relevant Agile qualifications) – desirable but not essential

Additional information

We operate flexibly and support flexible working patterns and job share options where possible to help balance work and home life. We may require pre-employment checks, including Basic Disclosure, and security vetting for certain roles. All our roles are subject to medical questionnaires and further medicals when required. We are committed to accessibility and will discuss reasonable adjustments in the recruitment process. Kelda Group reserve the right to close this position before the published closing date; please apply promptly. No agencies please.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Utilities

Leeds, Bradford, and surrounding areas postings indicate current and recent activity for Yorkshire Water roles.

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