Chi Nwoko

Senior Business Analyst with 9+ years’ experience delivering complex digital transformation, product and business change across NHS, higher education, public-sector and commercial environments. Experienced in bridging business, technology and UX/UI teams to translate complex business and user needs into practical, user-centred digital solutions. Strong NHS Digital/England experience spanning national healthcare interoperability, FHIR-based services and NHS 111 patient-facing digital services, with a track record of leading discovery, eliciting business and user needs, mapping end-to-end processes and user journeys, and defining functional, non-functional and system requirements.

Experienced in applying UX and user-centred design principles throughout discovery and delivery, working with UI designers, product teams, technical specialists and end users to identify pain points, shape user journeys and ensure solutions balance usability, technical feasibility and business outcomes.

At Leeds Trinity

University, worked on Generative AI initiatives using business analysis and research techniques to understand stakeholder and user needs, evaluate AI use cases, analyse user feedback and support recommendations for the adoption and responsible implementation of GenAI tools. This included stakeholder engagement, surveys, focus groups, requirements and needs analysis, and evaluation of tools including ChatGPT, Claude and Microsoft Copilot. Commercial digital product experience includes Ripe Thinking Insurance, supporting digital transformation, AI-enabled initiatives and customer journey improvements across insurance products, translating customer and business needs into requirements for digital, automated and user-focused solutions.

Strong requirements engineering capability covering user stories, BDD/Gherkin acceptance criteria, functional specifications, process models, journey maps and prioritised product backlogs, supporting delivery from discovery and solution design through development, testing, UAT, implementation and adoption. Holds an MSc in Data Science & Artificial Intelligence (Distinction) with an Academic Excellence Award, combining senior BA expertise with hands-on knowledge of Generative AI, AI-assisted analysis, systems thinking, UX and data. Proficient in Jira, Azure DevOps, Confluence, ChatGPT and Microsoft Copilot, with experience using AI to support research, analysis, requirements development and solution exploration.

Business Analyst – National Record Locator (NRL) FHIR Programme at NHS Digital-England (2025-08 – 2026-08)

• Led BA activity supporting the adoption of the National Record Locator, a national NHS interoperability service enabling authorised healthcare professionals and systems to locate patient records across organisational boundaries.
• Worked directly with NHS stakeholders, product, architecture, engineering, testing, UX and third-party healthcare technology suppliers to understand needs and translate them into business, functional, non-functional, technical and integration requirements.
• Analysed end-to-end system interactions, user workflows, integrations and data flows, identifying dependencies, pain points and opportunities to improve the usability and effectiveness of supplier onboarding and NRL interactions.
• Supported supplier onboarding to the NRL FHIR v3 API, analysing integration requirements, business rules, implementation approaches and conformance with NHS interoperability standards.
• Produced INVEST-aligned user stories and BDD/Gherkin acceptance criteria for API interactions including Create, Search, Supersede and Delete; contribute to FHIR/OpenAPI specifications, permissions and onboarding guidance.
• Conducted analysis across 2.2m+ NRL records to identify data-quality and interoperability issues, translating findings into remediation requirements, specification changes and supplier actions.
• Supported conformance and test assurance using Splunk, CloudWatch and NHS test tooling, working with suppliers to investigate integration issues and validate evidence.

GenAI Business Analyst Researcher at Leeds Trinity University (2025-02 – 2025-08)

• Supported Generative AI, machine learning and automation across educational and operational services.
• Worked with stakeholders to understand business challenges and user needs; supported adoption and evaluation of ChatGPT and Microsoft Copilot and translated needs into AI use cases and evaluation criteria.
• Leveraged Generative AI tools, including ChatGPT and Microsoft Copilot, to accelerate analysis and rapid prototyping, transforming early-stage business and user needs into solution concepts and prototype ideas for stakeholder review and iterative refinement.
• Developed predictive models and evaluation frameworks, analysing user feedback and survey data to assess effectiveness, usability and business impact.
• Contributed to AI strategy and recommendations covering value, feasibility, user adoption and responsible implementation.

Senior Business Analyst / PM at Cumberland Building Society (2024-08 – 2025-02)

• Led BA and delivery activities for Configuration Management Database and ServiceDesk Plus Cloud transformation, connecting business, operational and technology requirements.
• Facilitated stakeholder workshops and discovery sessions to understand business processes, user workflows, pain points and desired user experience, translating findings into business, functional, data and UX-related requirements.
• Conducted AS-IS/TO-BE process and user journey analysis, identifying opportunities to simplify workflows, improve usability, reduce manual activity and enhance the end-user experience.
• Supported solution design, KPI definition, UAT and transition into operational use.
• Populated Configuration Items, assets, attributes and relationships and supported design of the underlying data model using information from LeanIX and Illumio.

Senior Business Analyst at NHS Digital-England (2021-11 – 2024-08)

Project: NHS 111 chatbot & digital triage, National Back Office Improvement, PCRM/Demographics (Improvements of Demographics Service Application - DSA), ServiceNow

• Led BA activities and supported the delivery of NHS 111 chatbot and national digital transformation initiatives, working with NHS stakeholders to understand patient/user needs, service pain points, business outcomes and delivery constraints while improving digital triage.
• Mapped end-to-end NHS 111 digital journeys and AS-IS/TO-BE processes, identifying opportunities to improve digital triage, navigation and access to appropriate NHS services.
• Elicited and analysed business, user, functional and non-functional requirements through workshops and stakeholder engagement, translating needs into user stories, acceptance criteria, process models and delivery requirements.
• Supported the design and implementation of an NHS 111 chatbot/digital triage solution, helping shape conversational journeys and working with product, UX/UI, developers and other multidisciplinary stakeholders.
• Supported requirements through solution design, development, testing and UAT, maintaining traceability between user needs, UX requirements and delivered functionality.
• Applied relevant Government Security Classification and Security Policy Framework requirements throughout delivery.

Senior Business Analyst/PM at Ripe Thinking Insurance (2022-07 – 2023-05)

Project: AI-Enabled Digital Products, Customer Journey Transformation, Guidewire PolicyCenter & ClaimCenter to streamline workflows, remove bottlenecks and update underwriting, and claims logic

• Led BA activity across digital product transformation and AI/automation integration initiatives, working with product, technology and operational stakeholders to identify opportunities to improve customer journeys and reduce manual intervention.
• Supported AI-enabled and automated digital capabilities by translating customer and business needs into requirements, user journeys, business rules, user stories and acceptance criteria for delivery teams.
• Mapped AS-IS/TO-BE customer journeys and processes across policy administration, underwriting and claims, identifying bottlenecks and opportunities for automation and more seamless digital experiences.
• Led optimisation of Guidewire PolicyCenter and ClaimCenter, including changes to underwriting logic, claims workflows and supporting digital processes; collaborated across discovery, design, development, testing and implementation.
• Led/supported UAT and ensured customer-facing communications and insurance documentation remained aligned with updated journeys, business rules and regulatory requirements.
• Ensured that all insurance documents (letters & emails) such as Statements of Fact, Insurance schedules, IPIDs, Advance notice, and Cancellation refunds were meticulously updated, signed off, and met the organisation's design and wording requirements.

Technical Business Analyst/PM at Crown Commercial Services (CCS) (2021-07 – 2022-06)

Project: Salesforce Enterprise CRM Discovery Project, Jira Cloud Migration Project

• Supported enterprise Salesforce CRM Discovery, facilitating workshops, mapping processes and translating user/business needs into solution requirements.
• Led and supported migration of Jira infrastructure to Jira Cloud.

MSc in Data Science & Artificial Intelligence