About Albany Beck

Albany Beck are a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional career and personal development.

Purpose:

Bridge business needs and technology delivery to define and document the future operating model for Customer Query Management across CMB UK.

Key Responsibilities:

• Gather, document, and validate business requirements through workshops and stakeholder interviews.
• Map current (“as-is”) and target (“to-be”) processes, identifying key pain points and improvement opportunities.
• Support development of business cases, including benefit quantification and impact analysis.
• Work with the Product Owner and Technology teams to shape functional specifications and test criteria.
• Contribute to change readiness and implementation planning.

Key Skills & Experience:

• Business analysis experience in complex, regulated environments (financial services preferred).
• Strong process mapping, data analysis, and problem-solving skills.
• Experience defining and validating requirements for digital or customer service tooling.
• Familiarity with Lean or Continuous Improvement methodologies.
• Effective communication and stakeholder engagement skills.