Ashish Goyal

Commercially focused Business Analyst with years of experience in UK rail and public sector environments, with a consistent track record of delivering business-led digital transformation programmes. Brings an end-to-end perspective across the full BA lifecycle: from initial problem identification and stakeholder alignment, through requirements engineering and process design, to UAT coordination and post-implementation review. Known for building trusted relationships across all levels — from frontline operational teams to C-suite and third-party suppliers — and translating complex business challenges into structured, actionable requirements that technology teams can deliver.

A QA background provides a rare and practical advantage: sharper requirements validation, greater understanding of system edge cases, and seamless collaboration with testing and development teams.

Business Analyst — Digital Products & Transformation - Great Western Railway

(2025-05)

Website Migration | Loyalty Programme | e-Voucher Payments

• Identified business challenges and opportunities by engaging cross-functional stakeholders including Product Owners, Operations, Finance, and Third-Party Suppliers to understand pain points and define project scope.
• Facilitated requirements discovery workshops to elicit, challenge, and consolidate business needs, ensuring all stakeholder perspectives were captured and gaps identified early.
• Produced comprehensive As-Is process documentation, analysing current workflows across the loyalty reward system, customer-facing website, and payment processes to baseline the current state.
• Defined To-Be target-state processes to drive revenue growth and improve customer retention, designing future workflows collaboratively with stakeholders and solution architects.
• Created detailed BPMN process maps, swim lane diagrams, and data flow documentation to communicate process designs and system interactions clearly across business and technical audiences.
• Authored high-quality user stories, use cases, and measurable acceptance criteria that were unambiguous, testable, and aligned to sprint planning standards.
• Managed requirements traceability from discovery through to delivery, ensuring all business needs were addressed and evidence of fulfilment was documented.
• Coordinated UAT cycles: developed business test scenarios, facilitated sign-off sessions with business stakeholders, and managed defect tracking through to resolution.
• Supported change management planning including impact assessments, communications to operational teams, and readiness checklists ahead of go-live.
• Delivered post-implementation reviews to evaluate solution performance against original business objectives and identify continuous improvement opportunities.

Business Analyst in Test - London North Eastern Railway (LNER)

(2023-08 - 2025-04)

Delay Repay | Cheap Fare Finder | Journey Planner | Seat Reservation | Passenger Assistance

• Identified operational inefficiencies and customer experience issues across LNER's digital channels through stakeholder interviews, data analysis, and process observation.
• Facilitated structured workshops with Product Owners, Customer Service, Accessibility, and third-party teams to elicit and validate requirements across multiple concurrent digital programmes.
• Performed detailed As-Is analysis of existing booking, refund, accessibility, and customer service processes — mapping current-state journeys and documenting pain points in a structured requirements repository.
• Defined To-Be process designs for Cheap Fare Finder and Journey Planner, streamlining the booking journey and reducing customer drop-off in the fare selection and purchase funnel.
• Produced business requirements documentation, process maps, swim lane diagrams, and workflow models to support solution design and facilitate stakeholder review.
• Authored user stories and acceptance criteria for all project deliverables, ensuring consistent standards across requirements for online booking, refunds, account management, and accessibility features.
• Conducted gap analysis between current system capabilities and To-Be requirements across multiple projects, identifying risks and informing prioritisation of the product backlog.
• Coordinated and supported UAT activities across all programmes, developing test scenarios from business requirements, facilitating business-led testing sessions, and managing defect resolution.
• Validated Passenger Assistance workflows against accessibility regulations (PRM-TSI), ensuring compliant and inclusive service delivery across all customer touchpoints.
• Supported change management and release planning activities, contributing to communications planning, go/no-go decision making, and post-deployment review.
• Recognised through two internal award nominations for outstanding contribution to customer-facing digital delivery programmes.
• Contributed to the on-time delivery of multiple business-critical platform releases, maintaining high quality and minimising post-go-live defects.

Technical Systems Analyst - Rail Delivery Group (RDG)

(2021-02 - 2023-07)

TfL Gates | Ticket Machines | Oyster & Smartcard | Fare Finders | Journey Planning

• Engaged with internal teams and external suppliers to validate business requirements, document system workflows, and analyse integration specifications across national rail ticketing infrastructure.
• Supported As-Is process documentation and future-state requirements definition for complex multi-supplier systems including Oyster Card, Smartcard gating, and fare management platforms.
• Contributed to the production of functional specifications, workflow documentation, and process designs supporting system enhancement and change programmes.
• Coordinated UAT activities including test scenario development, defect tracking, and resolution management within Agile delivery environments.
• Analysed API specifications, backend integrations, and data flows across interconnected rail fare and ticketing systems, supporting defect diagnosis and requirements refinement.

QA Test Analyst (SC Cleared) - Save The Children

(2018-02 - 2021-01)

System Test Analyst (SC Cleared) - Macmillan Cancer Support

(2017-01 - 2017-12)

QA Analyst (SC Cleared) - EMIS Health

(2016-04 - 2016-12)

Validation Tester - Unilever

(2014-01 - 2016-03)

• Earlier QA roles covered: functional, regression, API, and performance testing; Selenium automation; SQL data validation; cloud migration support across NHS, charity, and FMCG sectors.

Bachelor of Computer Applications - Computer Applications - Williams College (2012)

Diploma - 3D Animation & Visual Effects (Maya / 3DS Max) - Mumbai (2008)