Business Analyst - Complaints Data & MI

Business Analyst - Complaints Data & MI6-Month Contract | Outside IR35 | Hybrid UK - Mainly Remote (very occasional travel)The Opportunity

We're supporting a leading UK Insurance organisation undergoing a significant customer outcomes and data transformation programme. As part of a wider initiative focused on improving complaints management, customer experience and regulatory reporting, they are looking to appoint an experienced Business Analyst to join a specialist Data & MI workstream.

This role will play a key part in bridging the gap between business stakeholders and technical delivery teams, ensuring complaints reporting requirements are translated into clear, prioritised business requirements that support both operational decision-making and regulatory obligations.

Candidates must have prior experience within the UK insurance sector, with Life & Pensions experience strongly preferred.

The Role

The successful Business Analyst will work closely with Reporting & Insights, Data Engineering, Data Architecture and third-party service providers to improve the way complaints data is captured, processed and reported.

You will analyse existing reporting processes, define future-state requirements, assess data quality and reconciliation needs, and contribute to the delivery of a more automated and scalable complaints MI capability.

This is an excellent opportunity for someone with strong data-focused BA experience who enjoys operating between business and technology teams in a highly regulated environment.

Key Responsibilities

• Gather, challenge and document business requirements across complaints reporting and management information processes.
• Facilitate workshops with operational, regulatory, data and technology stakeholders.
• Analyse existing complaints data flows, reporting processes and manual interventions.
• Perform detailed data analysis to identify gaps, inconsistencies and reconciliation requirements across multiple data sources.
• Produce business requirements, user stories, acceptance criteria and process documentation.
• Define data requirements, business rules, field definitions and source-to-target mappings.
• Support the development of automated reporting and data ingestion capabilities.
• Assess impacts on regulatory reporting, governance processes and business operations.
• Work with internal stakeholders and external service providers to understand data availability and reporting requirements.
• Maintain RAID logs, decision logs and prioritised delivery backlogs.
• Provide regular updates and recommendations to programme stakeholders and leadership teams.

Essential Experience

• Proven Business Analyst experience within UK Insurance or Financial Services environments.
• Strong experience delivering data, MI, reporting or analytics-focused projects.
• Demonstrable experience gathering and documenting complex business and data requirements.
• Strong stakeholder management skills across business and technical functions.
• Process mapping experience using BPMN or similar methodologies.
• Hands-on data analysis skills using SQL and Excel.
• Understanding of data warehousing, data integration and modern cloud-based data platforms.
• Experience producing data dictionaries, data mappings and functional requirements documentation.
• Knowledge of complaints processes, conduct risk, customer outcomes or regulatory reporting.
• Experience working within Agile delivery environments.

Desirable Experience

• Life & Pensions sector experience.
• Knowledge of FCA complaints reporting requirements.
• Understanding of Consumer Duty regulations.
• Experience working with third-party administrators or outsourced service providers.
• Exposure to Azure-based data platforms and reporting environments.
• Data quality, reconciliation or data governance experience.
• Power BI or similar reporting tools.
• Experience supporting customer journey analysis or root cause analysis initiatives.

Personal Attributes

• Able to bring structure and clarity to complex programmes.
• Strong analytical and problem-solving capabilities.
• Comfortable challenging assumptions and driving stakeholder alignment.
• Excellent communication and documentation skills.
• Detail-oriented whilst maintaining focus on business outcomes.
• Capable of operating effectively across multiple teams and workstreams.

Contract Details

Role: Business Analyst - Complaints Data & MI
Contract Length: 6 Months Initial Contract
Engagement: Outside IR35
Location: Hybrid UK
Sector: Insurance
Preferred Background: Life & Pensions
Start: ASAP

This is a fantastic opportunity to join a high-profile transformation programme focused on improving customer outcomes, enhancing complaints insight, and delivering a modern data-driven reporting capability within a leading insurance environment.