Business Analyst at Caldwell Foster Advisory (2025-09 – 2026-02)
Engaged as Business Analyst on a CRM implementation programme for an education sector client, transitioning the organisation from fragmented manual processes to a unified digital CRM platform. Worked across the full BA project lifecycle — from problem definition and requirements gathering through to solution design, UAT coordination and handover.
- Developed a structured business case evaluating three CRM solution options, conducting full cost/benefit analysis, ROI and IRR assessment for each, and presenting a data-driven recommendation that secured stakeholder sign-off and guided final platform selection.
- Led end-to-end requirements gathering and elicitation workshops with IT, Marketing and Operations stakeholders; mapped current state and future state processes in BPMN swim lane diagrams, identifying workflow inefficiencies and aligning business and technical expectations.
- Documented functional requirements using UML, use case diagrams and translated business needs into a comprehensive Business Requirements Document (BRD) including user stories, acceptance criteria and requirements traceability.
- Collaborated cross-functionally to configure the CRM solution incorporating user feedback; produced wireframes in Balsamiq Cloud to guide UI design and support user acceptance testing (UAT).
- Established and managed the sprint backlog within an Agile Scrum framework, supporting iterative development, sprint ceremonies, and continuous delivery aligned to validated business requirements.
- Coordinated structured UAT sessions with end users, tracking defects, managing sign-off, and confirming full solution readiness prior to go-live deployment.
- Produced end-of-project documentation including lessons learned, measurable process improvements, and a structured handover record — reducing customer response times from four days to under 24 hours post-launch.
Business Analyst – Project Simulation (Professional Development) at Self-Directed / BCS-Aligned (2026-01 – 2026-12)
Project: Sentinel – Customer Portal Multi-Factor Authentication (MFA) Implementation. Structured end-to-end BA simulation covering the full project lifecycle — from problem definition and stakeholder analysis through to requirements documentation, future state design and professional artefact production.
- Defined and documented the business problem statement, including assumptions, constraints, decisions and open questions, establishing a clear and agreed project foundation aligned to business objectives.
- Conducted stakeholder analysis using power/interest grid and CATWOE frameworks; identified key business and technology stakeholders and developed targeted engagement strategies for the MFA programme.
- Performed current state discovery across customer authentication processes, fraud risks and operational impacts — applying gap analysis to identify pain points and opportunities for improvement.
- Documented business requirements and managed requirements traceability across the full lifecycle; supported transition from business requirements into detailed functional specifications.
- Developed future state BPMN process models and functional requirements for the MFA implementation, translating business needs into clear, actionable specifications for technical teams.
- Produced a full suite of professional BA artefacts including stakeholder registers, business requirements documentation (BRD), process models, use case diagrams, user stories, acceptance criteria and business rules.
Supervisor at St Mary's Primary School (2024-01 – Present)
Operational analysis and requirements engineering role delivering structured process improvement through comprehensive requirements gathering, current state discovery, and stakeholder-centred redesign. Applied core Business Analysis techniques — including process mapping, gap analysis, root cause analysis and requirements documentation — to identify and resolve critical operational inefficiencies affecting pupil safety and staff effectiveness.
- Conducted comprehensive stakeholder interviews across teaching staff, support staff, catering teams, and pupils to gather requirements and understand critical pain points — including delayed meal service, excessive noise, congestion, food waste, and safety concerns affecting more than 200 pupils moving through a restricted dining process.
- Mapped the AS-IS lunchtime process end-to-end, observing operational workflows and performing structured root cause analysis to identify critical bottlenecks — corridor congestion, multiple queue stages, unclear transition processes — providing quantified evidence of inefficiencies affecting pupil flow, safety supervision, and staff engagement.
- Documented comprehensive findings and presented evidence-based improvement opportunities to support process redesign, translating identified operational issues into clear, actionable requirements for enhanced lunchtime structure, supervision distribution, and pupil safety outcomes.
- Demonstrated strong stakeholder engagement and change management capabilities across all organizational levels, facilitating adoption of improved lunchtime procedures through structured communication, addressing concerns, and securing buy-in from teaching staff, support teams, and catering personnel.
- Delivered measurable operational improvements through application of core Business Analysis competencies — process mapping, requirements elicitation, stakeholder management, root cause analysis, problem analysis and continuous improvement — demonstrating the transformational impact of structured BA methodology on school operations and pupil safety.
