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.
