Change Management Analyst (Fraud and FinCrime)

Join our team! Help shape the business and drive the culture of being Number One for Customer Service across all industries, be the Best Place to Work and be the Number One Bank in the UK.

As a Channel Enablement Analyst within our Fraud and FinCrime team, you will work closely with our Fraud and FinCrime Channel Manager to help make sure we are performing across all our functional areas and embed change well in the operation. You will analyse performance data and provide insights to help us improve our overall performance, customer experience and business engagement. You will play an important role in ensuring sure we are ready for key changes and to understand and improve our performance for both customer and Fraud and FinCrime operations.

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Job Responsibilities:

• Support the Fraud and FinCrime Channel Manager in driving transformation across Fraud Operations by designing, developing, implementing, and overseeing tasks; ensure processes, tools, and reporting comply with regulations and firmwide policy.

• Track and present Fraud Operations performance; identify opportunities to improve efficiency, effectiveness, and outcomes.

• Investigate areas of interest arising from insights and queries from SLT and key stakeholders; deliver fact-based findings and actionable insights.

• Partner with cross-functional stakeholders on initiatives across the business, coordinating inputs and timelines as required.

• Support the embedding of change across Fraud and FinCrime Operations, reinforcing new processes, behaviors, and controls.

• Conduct impact assessments, develop readiness plans, and perform post‑implementation reviews; track benefits, issues, and corrective actions to closure.

• Assist the Fraud and FinCrime Channel Manager in building Monthly Business Review insight packs aligned to functional key messages for senior audiences.

Required qualifications, capabilities, and skills:

• Minimum 2 years of experience in project coordination or business analysis within operations; internship or placement experience may supplement but does not replace the minimum.

• Working knowledge of core project delivery practices, including project plans, milestones, RACI, RAID logs, change control, and basic benefits tracking.

• Data literacy with proficiency in Microsoft Excel for analysis and reporting; ability to create clear status packs in PowerPoint.

• Familiarity with collaboration and workflow tools such as JIRA and Confluence (or equivalent).

• Exposure to Agile ways of working (e.g., daily stand-ups, backlog grooming, sprint reviews); understands when to escalate risks and issues.

• Experience using Microsoft and other common business productivity tools.

• Strong interest in reporting, analysis, and deriving insights from data trends.

Preferred qualifications, capabilities, and skills:

• Industry exposure in financial services, contact center, or fraud/claims operations is a plus.