All Locations
London

About The Role

FDM is a global business and technology consultancy seeking a Lead Business Analyst to work for our client within the Insurance sector. This is a permanent opportunity and will be a hybrid role based in London.

Our client is seeking an experienced Lead Business Analyst to join a major CRM and Telephony transformation programme. In this role, you will lead a team of Business Analysts, working closely with business and technology stakeholders to shape requirements, define future processes and support the delivery of CRM and Contact Centre solutions. This is an excellent opportunity to work on strategic technology initiatives within a complex, evolving environment.

Responsibilities

  • Lead the elicitation, analysis and documentation of business and technical requirements for CRM and telephony use cases.
  • Define end-to-end process flows between source systems, third-party providers and CRM platforms.
  • Produce and oversee high-quality analysis artefacts including user stories, acceptance criteria, process flows and data mappings.
  • Facilitate workshops with business stakeholders, architects, engineers and delivery teams.
  • Support backlog refinement, prioritisation and delivery readiness within Agile squads. 

About You

  • Proven experience in a Business Analysis leadership role delivering technology-enabled change programmes.
  • Strong experience gathering, analysing and documenting complex business, system and integration requirements.
  • Experience working in Agile environments alongside Product Owners, Architects and Engineering teams.
  • Strong stakeholder management, communication and workshop facilitation skills.
  • Experience producing analysis artefacts including user stories, process flows, acceptance criteria and data mappings.
  • Exposure to Dynamics 365, Azure integration services, Power Platform, Contact Centre technologies or API-led integration projects is highly desirable.
  • Experience within Insurance or regulated Financial Services environments would be advantageous.
  • Minimum 7+ years' experience working as a Business Analyst, including leadership responsibilities and large-scale transformation programmes.

About Us

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. 

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

  • Career coaching, mentoring and access to upskilling throughout your entire FDM career
  • Assignments with global companies and opportunities to work abroad
  • Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
  • Annual leave and work-place pension

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