Customer Change Analyst

Position summary: Supports the analysis and delivery of customer change initiatives across PRA, working within the CoE framework to turn customer insight and business priorities into well-defined, deliverable change. The role focuses on understanding customer journeys, analysing data and processes, and supporting the design, implementation and tracking of changes that improve customer outcomes while meeting regulatory expectations. Main Duties and Responsibilities: Analyse customer journeys to identify issues, risks and improvement opportunities Gather and document business and customer requirements, ensuring clarity of scope and outcomes Produce structured analysis artefacts including process maps, impact assessments and requirements documentation Support end-to-end delivery of customer change initiatives, from design through to implementation Work closely with Operations, Technology and Compliance partners to enable effective delivery Support Consumer Duty assessments linked to change activity Track outcomes and benefits post-implementation, ensuring changes deliver intended results Contribute to consistent use of CoE frameworks, standards and tools across initiatives Support identification of dependencies, risks and process gaps within change activity Experience/Qualifications Experience in a Business Analyst or Change Analyst role Strong analytical and problem-solving skills Experience mapping customer journeys and processes Comfortable working with data and insight Experience embedding automation into journeys Experience within regulated financial services desirable Clear and structured communicator Compliance Responsibilities All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including: Taking accountability for their own actions, decisions, and professional conduct. Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator. Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks. Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation , or breach of local legislation. Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities. Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics. Co-operating fully with internal reviews, audits, or regulatory investigations if required.

All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.