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Senior Business Analyst (Digital Customer Experience)

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We’re The Very Group, home to,, and a team of 4,000 super-talented people.

We’re the UK’s largest integrated digital retailer and financial services provider, and we’ve been helping customers say yes when it matters most for over 100 years. In that time, we’ve consistently reinvented our business to adapt to economic conditions and industry changes – going from bricks, to clicks, to mobile.

But despite our passion for reinvention, we’ve never wavered from our purpose; to make good things easily accessible to more people. It means giving our customers the brands they love, an outstanding shopping experience and flexible ways to spread the cost.

We’ve continued to support and deliver for our customers throughout the Covid-19 outbreak – and we’ve done it by transforming the way we work. The role itself will be a mix of on-site vs remote, we've adapted well to remote ways of working and will continue to operate “Remote First” practices moving forward.

We’re on an exciting journey to transform our technology estate and create even better experiences for our customers. We’re doing that by modernising our existing systems and platforms, utilising a wider variety of modern, cloud-based technologies.

We encourage diversity, both in terms of people, technical skills and knowledge.

Digital Customer Experience Tribe (DCX)

The Digital Customer Experience (DCX) tribe is striving to create a world class customer experience across our Mobile and Web platforms. We are in control of building this exciting future and are looking for like-minded individuals to help make this a reality. We need people with strong backgrounds in digital retail to help us on this journey as we strive to define, design, build and run frictionless experiences that sets The Very Group apart from other online retailers.

We're looking for multiple Senior Business Analysts for our DCX Tribe to drive forward change across all our brands and customer facing propositions.

In a nutshell, you'll be analysing, validating, specifying, verifying and managing the business needs of initiative stakeholders, which includes our customers and end users.

The ideal candidate will have proven hands-on experience across a broad range of products and services, with experience of delivering throughout the entire product life cycle. You'll be working closely with the business stakeholders, product managers, delivery leads and software engineering leads to drive forward ambitious initiatives aligned to product, technical and corporate strategy. You will be an advocate for the discipline of Business Analysis and actively engage with the wider community whilst coaching/mentoring other Business Analysts.

We're a big company, and you'll be speaking and collaborating with lots of your colleagues across the business and externally; so strong communication skills are a must.

Whatspecific attributes are we looking for?

Customer focus. You understand our customers and can identify who they are and what their needs are, based on research. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You put our customers first and can manage competing priorities.

Digital perspective. You understand how the digital economy is changing customer behaviour in the e-commerce landscape. You can make informed decisions based on user needs, available technology and value for money. You know about the wider digital economy and advances in technology.

Business analysis. You know how to investigate, analyse, visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information. Such skills include, applying thinking, gathering and analysing information using comprehensive tools and techniques; using data to formulate both short-term day-to-day and long-term strategic plans; and identifying and analysing options to assess the feasibility and operational impact. You ensure that the business solution aligns with the vision, mission, objectives, strategy and the business and user need and can identify and recognise a viable solution or control.

Requirement's definition and management. You can effectively identify, define and manage the objectives of a business/customer/system. You can specify requirements from both a business and customer/user perspective to enable agreed changes to be implemented effectively.

Agile and Lean practices. You know about agile and lean methodologies and can apply an agile mindset to all aspects of your work. You can work in a fast-paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery. You are unafraid to take risks, willing to learn from mistakes and appreciate the importance of iterative and continuous delivery for digital projects.

Stakeholder relationship management. You know how to identify, analyse, manage and monitor relationships with and between stakeholders. You can communicate with stakeholders clearly and regularly, clarifying mutual needs and commitments through consultation and consideration of impacts while focusing on customer and user needs. For example, you know how to manage customer and supplier relationships, ensuring that recommendations deliver maximum benefit and facilitating workshops with stakeholders.

Business improvement process. You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services, this includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Business modelling. You can represent real-world situations to aid the communication and understanding of different scenarios (existing, conceptual or proposed). You focus on the representation of organisational processes, roles and data models and whether they can be used to represent subjects at various levels of detail or complexity.

Business process testing. You can plan, design, manage, execute reporting of business process testing. You know how to apply evaluation skills to see how appropriate or useful the defined process is going to be. This can be done through synthesising test tasks, selecting user samples, analysing performance and sharing results with the development teams.

Methods and tools. You know how to use the most appropriate methods and tools, ensuring these are adopted and used to plan, develop, test, manage and maintain a system effectively.

Enterprise and business architecture. You know how to maintain and constantly iterate the structures that make up a business enterprise or architecture. You can embody the methods that prescribe an organisation’s future state; you know how to accommodate the change. You can assess current capabilities, identify and interpret business objectives, strategy and inter-relationships with people, data and processes to create an operating model. You know how to develop this process, helping to define any constraints or relevant guiding principles. This ensures effective governance and evolution to achieve the transition to the new state.

In line with the expectations above, our Senior Business Analysts may be required to operate across multiple squads or operating at tribe level on broader change initiatives.

So, in summary, we will need you to:

  • Be an expert within your discipline
  • Have strong communication skills and engage senior stakeholders
  • Coach and mentor business analysts and grow the Business Analyst community
  • Have attained relevant professional certification from either APMG, IIBA or BCS.
  • Have a proven track record of operating and delivering in both iterative and continuous delivery environments.
  • Ability to operate in a complex stakeholder and technology environment, navigating a political landscape to the best outcomes for our customers and business.


  • Annual Bonus
  • 30 days holiday + bank holidays (opportunity to buy / sell)
  • Up to 6% matched pension
  • £1000 additional benefits allowance to choose things like healthcare, life assurance and more
  • Up to 25% off at Very
  • Remote/office split
  • Ongoing training and development

Next Steps

If you're interested to find out more please contact Jordan Barlow in the talent acquisition team or apply online.

If you are an internal candidate looking to refer someone in please follow the referals process and guidelines

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this position, you may be required to undertake a credit, CIFAS and CRB check.

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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