Business Analyst – Goodwill Payments (6‑month contract)

About the role

We are seeking an experienced Business Analyst to lead a strategic review of goodwill payments within Tesco Mobile’s Customer Care operation. The role focuses on analysing current payment practices, identifying cost‑saving opportunities and strengthening governance over a £6 million annual spend. This is a 6‑month fixed‑term contract with the possibility of extension, reporting to senior stakeholders.

Key responsibilities

• Interrogate and analyse multiple data sources to identify trends, patterns and root causes behind goodwill payments.
• Identify immediate opportunities to reduce unnecessary payment activity and improve adherence to agreed processes.
• Map end‑to‑end Customer Care processes to uncover control weaknesses, inconsistencies and improvement opportunities.
• Analyse repeat claims, duplicate payments and other sources of financial leakage.
• Develop recommendations to enhance governance, monitoring, reporting and compliance.
• Collaborate with operational and leadership teams to translate analytical findings into practical improvements.
• Define future requirements for enhanced payment coding and categorisation.
• Create improved management information and reporting requirements.
• Explore closed‑loop feedback mechanisms to help teams learn from payment activity.
• Identify training, coaching and decision‑making improvement opportunities.
• Define opportunities for automated controls and payment calculations.
• Support the development of a sustainable approach to managing goodwill payments beyond the project.

Required profile

• Proven experience as a Business Analyst, preferably within finance or customer‑care operations.
• Demonstrated ability to analyse large data sets and identify root causes.
• Experience mapping processes and identifying control weaknesses.
• Strong communication skills to work with operational and senior leadership teams.
• Ability to develop and implement governance, reporting and compliance improvements.

Required skills