Senior Business Analyst

Senior Business Analyst - Customer Identity & Access Management (CIAM)

About the Role

We are seeking an experienced Senior Business Analyst to join a major customer identity transformation program. This role will play a critical part in the delivery of a Customer Identity & Access Management (CIAM) initiative, working at the intersection of business and technology to design secure, seamless and customer-centric identity experiences.

You will work closely with business stakeholders, technology teams and external vendors to analyse requirements, define customer journeys, support migration activities and help deliver new identity capabilities that improve customer experience and operational outcomes.

Key Responsibilities

• Lead workshops, interviews and stakeholder engagement sessions to gather, analyse and validate business and technical requirements.

• Document current and future state processes, customer journeys, process maps, context diagrams and functional specifications.

• Partner with business, technology and vendor teams to design and implement CIAM solutions.

• Analyse customer identity data and support migration planning, execution and transition activities.

• Define customer login, registration, onboarding and identity migration experiences.

• Analyse API authentication requirements and system integration needs across internal and external platforms.

• Facilitate discussion and resolution of business, technical and operational issues to drive project outcomes.

• Support change management, user readiness and business adoption activities.

• Manage business analysis deliverables throughout the project lifecycle, ensuring quality documentation and stakeholder alignment.

• Contribute to program governance, risk management and solution recommendations.

About You

To be successful in this role, you will bring:

• Extensive experience as a Senior Business Analyst within large-scale transformation programs.

• Experience delivering Customer Identity & Access Management (CIAM), Identity & Access Management (IAM) or digital identity initiatives.

• Strong requirements elicitation, process mapping and documentation skills.

• Experience producing process flows, user journeys, context diagrams, business requirements and functional specifications.

• Proven ability to work with third-party vendors and technology partners on enterprise platform implementations.

• Experience supporting customer migration programs and analysing complex data requirements.

• Strong understanding of API authentication, integrations and digital platforms.

• Excellent stakeholder engagement and influencing skills, with the ability to work across business and technical teams.

• Experience working in Agile, Waterfall or hybrid delivery environments.

• Strong analytical, problem-solving and communication skills.

• Experience supporting organisational change and transition-to-business-as-usual activities.

Preferred Background

• Financial Services, Insurance, Wealth Management or other highly regulated industry experience.

• Understanding of customer identity, authentication, authorisation and access management concepts.

• Experience working on customer-facing digital transformation programs.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science or a related discipline, or equivalent industry experience.

• Business Analysis certifications such as IIBA, CBAP or CCBA highly regarded.

• Agile, Scrum or related delivery certifications desirable.

Why Apply?

• Opportunity to work on a significant customer identity transformation program.

• High-profile role partnering with senior business and technology stakeholders.

• Exposure to modern digital identity, customer experience and integration technologies.

• Collaborative and delivery-focused environment with strong stakeholder engagement.

If you have strong CIAM/IAM experience and enjoy solving complex business and technology challenges, we'd love to hear from you.