Business Analyst

Role Overview Join HMRC as a Business Analyst and play a pivotal role in helping the Digitising Post Programme define, shape, and validate the business needs required to transform HMRC’s outbound communications from paper‑based processes to digital‑by‑default services. You will ensure that requirements are clear, agreed, and aligned across complex stakeholder groups, supporting the programme to deliver a coherent, scalable and customer‑centred digital solution. This role combines technical awareness with stakeholder management, requiring strong analytical thinking and excellent communication skills to translate complex technical concepts for varied audiences across the organisation. Key Responsibilities - • Define and capture requirements • Gather, analyse, document and validate business, user, functional and non‑functional requirements; manage these throughout the discovery lifecycle using HMRC standards. • Clarify problems and shape solutions • Work with architects, product teams and operational experts to clearly articulate problem statements and support early design direction across DPP workstreams (Digital Format Design, Mailbox, Digital Opt‑Out, Infrastructure & API modernisation, SEES). Stakeholder engagement Engage proactively with programme stakeholders—including CDIO teams, Customer Strategy & Tax Design, SEES, Digital Contact, Legal and Policy—to ensure requirements reflect organisational, customer, and legislative needs. Support discovery activities Contribute to journey mapping, process understanding, data exploration, and the assessment of user and operational needs across the programme’s digital communication and mailbox journeys. Align with DPP objectives Ensure business requirements directly enable the programme’s goals, including reducing print and postage costs, building a digital‑first communications capability, and improving customer experience. Essential Criteria 1. Analytical Thinking & Problem Solving • Ability to break down complex problems and processes. • Strong critical thinking, analytical, and problem‑solving skills, able to synthesise diverse viewpoints and untangle complexity within policy, process, and technology landscapes. Experience working in multi‑disciplinary digital delivery teams across discovery and design phases. • Ability to produce clear documentation and communicate findings effectively across technical and non‑technical audiences. Comfortable working with ambiguity and shaping early‑stage design options. 1. Requirements Gathering • Experience in eliciting, documenting, and managing business and technical requirements. • Skilled in interviewing stakeholders, running workshops, and using techniques like user stories, use cases, and process mapping. 1. Communication Skills • Excellent verbal and written communication. • Ability to translate technical information for non-technical audiences and vice versa. • Strong presentation and facilitation skills. 1. Stakeholder Management • Experience working with stakeholders at all levels (business, technical, executive). • Ability to build relationships, manage expectations, and resolve conflicts. 1. Documentation & Modelling • Proficiency in creating clear and concise documentation (BRDs, FRDs, process flows, etc.). • Familiarity with modelling tools (e.g., Visio, Lucidchart, BPMN). 1. Technical Awareness • Understanding of IT systems, databases, and software development life cycles (SDLC, Agile, Waterfall). • Ability to work closely with developers, testers, and architects. 1. Attention to Detail • High level of accuracy in analysis and documentation. • Ability to spot inconsistencies and gaps.