Senior Business Analyst

Senior Business Analyst | Gov Voice (Government Digital Service) What if your next role helped redesign how millions of people access government by phone? Gov Voice is building a trusted, reusable AI voice service that transforms how people experience government contact centres, one of the highest-volume ways citizens interact with the state. We sit within the Government Digital Service and work increasingly closely with the Incubator for AI. We're looking for a Senior Business Analyst to lead analysis across complex service environments, helping the team understand user needs, operational realities and where AI voice technology can genuinely add value. You'll move between strategic thinking and hands-on delivery, mapping how services work today, defining business requirements, and guiding the team through planning and product cycles to build confidence before wider rollout. This role is ideal for analysts who enjoy working at the intersection of complex organisations, real user needs and emerging AI capability, and who are comfortable bringing senior stakeholders across departments and professions along with the evidence. What you will do * Lead research into user needs across complex service journeys * Shape future service models and spot where AI voice could add value * Define business requirements with product, policy and technical teams * Guide planning, prioritisation and testing across the product cycle * Set clear measures of success and bring stakeholders along with evidence We are interested in people who: * Have led analysis in agile environments, producing user stories, acceptance criteria and requirements * Understand AI tools and their practical application in public services * Can apply modelling techniques to unpack complex problems and support recommendations * Have led end-to-end process analysis and measurable improvements * Build strong relationships and influence stakeholders across complex environments * Have analysed system functionality, data flows and the impact of change * Can define test scenarios and acceptance criteria, and apply user-centred UX techniques Salary: £61,620 - £70,834 (Grade 7 base £61,620 + GDAD technical allowance of up to £9,214), plus a 28.97% employer pension contribution. 📍 London 📄 Selection: CV and application questions, followed by a preliminary call and interview (technical assessment + behavioural) We know great talent comes from a range of backgrounds and experiences. If you're motivated by improving public services and want to help shape how AI is applied responsibly in government, we'd love to hear from you. Appointment is conditional on successfully completing UK Government SC clearance.