Randstad, as the talent acquisition partner, is responsible for finding and contracting talent for this contingent role at Aviva. If you are selected for a role you will be engaged or employed by one of the Randstad recruitment companies and will not be an employee of Aviva.

Aviva

Business Analyst

Opportunity ref number: 582
Location
Bristol
Hours per week
40 hrs/week
Contract type
Contingent opportunity
Payrate range
As per job description
The Role

We are looking for a Senior Business Analyst with a strong operational background to support a key Operational Transformation programme.

This is a business-led, operations-focused role with minimal IT dependency. The emphasis is on process improvement, optimisation of existing systems, and embedding efficient ways of working.

You will play a critical role in improving how operations function day-to-day, ensuring that processes are streamlined, scalable, and aligned to the organisation’s Target Operating Model (TOM).

This role is not migration-focused—it requires a process-first mindset, with a strong focus on delivering real, measurable operational improvements.

Key Responsibilities

  • Process Improvement & Optimisation

    Analyse and redesign end-to-end operational processes to improve efficiency, reduce friction, and enhance customer outcomes.

  • Operational Transformation

    Support the delivery of transformation initiatives by embedding improved processes and operational best practices across teams.

  • System Improvement (Light IT Focus)

    Identify opportunities to enhance existing systems to better support operations—focusing on usability and efficiency rather than technical delivery.

  • Target Operating Model (TOM)

    Ensure all process improvements and changes align with and support the broader Target Operating Model.

  • SLA & Performance Awareness

    Design and refine processes with a clear understanding of Service Level Agreements (SLAs) and operational performance targets.

  • Stakeholder Engagement

    Work closely with operational teams, SMEs, and business stakeholders to gather requirements and drive adoption of improved processes.

  • Operational Readiness

    Support implementation by ensuring processes, procedures, and teams are prepared for change.

Skills & Experience

Essential:

  • Minimum 5+ years’ Business Analysis experience

  • Proven experience in operations-focused roles (e.g. Customer Operations, Contact Centres, Financial Services Operations)

  • Strong track record in process improvement and operational transformation

  • Experience working with or supporting Target Operating Models (TOM)

  • Good understanding of SLA-driven environments and performance metrics

  • Ability to translate business needs into practical, process-led solutions

  • Strong stakeholder management and communication skills

Preferred:

  • Experience within Financial Services / Life & Pensions environments

  • Exposure to Lean, Six Sigma, or other process improvement methodologies

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