Pega Business Analyst – London

About the role

The role focuses on delivering efficient business processes using the Pega CRM Platform. You will work on customer onboarding, servicing, financial crime and operational workflows, ensuring solutions meet regulatory and compliance standards while enhancing the customer experience.

Key responsibilities

• Engage with business stakeholders to capture CRM, customer service and operational requirements through workshops.
• Translate requirements into user stories, acceptance criteria, process flows and functional specifications aligned with Pega best practices.
• Analyse end‑to‑end customer journeys and identify opportunities for automation and case‑management optimisation.
• Define business rules, decision logic, case lifecycles, personas, UI and workflow requirements within Pega.
• Collaborate with Solution Architects and Pega Developers to ensure technical feasibility.
• Support design of capabilities such as onboarding, servicing, complaints handling, sales and service workflows, and regulatory processes.
• Work with integration teams to specify API, JSON, XML and messaging interfaces to external systems (KYC, document management, payment, authentication).
• Maintain and prioritise the product backlog, participating in sprint ceremonies and performing impact analysis.

Required profile

• Proven experience as a Business Analyst working with the Pega CRM platform.
• Strong analytical skills and ability to translate business needs into clear functional artefacts.
• Good understanding of customer lifecycle management, financial crime controls and regulatory compliance.
• Experience working in Agile delivery teams and collaborating with cross‑functional stakeholders.

Required skills

• Pega
• Agile methodologies
• APIs
• JSON
• XML
• Messaging services