Business Analyst

Job summary

Please note, we reserve the right to close the advert early if we receive a high volume of applications, so we encourage you to apply as soon as possible.

Closing date: 19 April 2026

Interview dates: 29 April 2026 (in person)

At the Parliamentary and Health Service Ombudsman (PHSO), we make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. Our work helps people understand where public services have fallen short, and we use the insight from our casework to support and drive meaningful improvements across public services and complaint handling.

We are on an important digital journey, focused on improving how people experience our services and how our teams work behind the scenes. This is an exciting time to join the organisation, as we continue to design and deliver digital services that are more user-centred, accessible and effective.

Our culture is open, friendly and supportive. We listen, we learn, and we treat everyone with dignity and respect. Inclusion and wellbeing are at the heart of how we work, and we strive to create a workplace where every colleague feels valued, supported and able to thrive.

We work in a modern, flexible way built on trust and autonomy. You will split your time between working from home and spending around 40% of your week in our Manchester office, where collaboration and connection with your team are an important part of how we work.

Job description

The role:

As a Business Analyst in our Digital team, you will work within multidisciplinary delivery teams to help design and improve digital products and services that meet real user needs. The role is focused on understanding problems clearly and using evidence to support well‑informed decisions.

You will analyse end‑to‑end services and processes, test assumptions early and translate insight into clear, delivery‑ready work. By balancing user needs with policy, operational and technical considerations, you will help teams prioritise effectively and deliver improvements iteratively.

You will work closely with product managers, delivery colleagues, designers, engineers and operational teams, building shared understanding and communicating complex issues clearly. This collaboration helps ensure our digital services are inclusive, well‑designed and focused on delivering measurable outcomes for users and the organisation.

Person specification

The successful applicant will have:

• demonstrable experience working as a Business Analyst (or equivalent) in digital or service delivery contexts
• experience analysing complex problems involving multiple stakeholders
• an understanding of user‑centred and evidence‑based analysis approaches
• experience translating insight into delivery‑ready work
• experience working within Agile or iterative delivery teams

We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.

We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:

• Asian, Black, Mixed Ethnicity or another ethnic background
• disabled
• LGBTQ+

Benefits

Our benefits:

• Civil Service Pension scheme
• 32.5 days annual leave (plus bank holidays on top)
• hybrid working, 40 percent office based
• flexible working
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• comprehensive learning and development programme
• employee discount scheme across hundreds of retailers
• bicycle loan scheme
• season ticket loan
• gym membership subsidy
• paid for professional memberships
• eye test reimbursement.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Inclusion & Wellbeing

Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.

Actions we take to embed this include:

• an anonymised shortlisting process to make sure it is fair and unbiased
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
• part of the disability confident scheme
• providing reasonable adjustments
• engaging in regular inclusion learning to enhance the cultural competency of our organisation.

If you want to join a dedicated team that makes a real difference and helps raise standards in public services, then is the opportunity for you.

If you would like to learn more about the role, please contact Sahar Kojidi, Digital Business Architect, Sahar.Kojidi@ombudsman.org.uk

Interviews will be held onsite.

Please do not use AI as this may result in in your application being rejected.

Please note that we don’t offer feedback at application stage.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK. We are unable to offer sponsorship as we do not have a licence.

We do not accept CV’s. To apply for the role, please complete the application form by clicking on the ‘apply online’ button.

No agencies. Applications from individuals only.

Important notice: fraudulent job postings

We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:

- our website

- LinkedIn

- Civil Service Jobs

- GOV.uk

- Indeed

- Ombudsman association

- BMEjobs.co.uk

- Disabilityjob.co.uk

- Neurodiversityjobs.co.uk

- LGBTjobs.co.uk

Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at recruitment@ombudsman.org.uk

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Sahar.Kojidi@ombudsman.org.uk
• Email : recruitment@ombudsman.org.uk

Recruitment team

• Email : recruitment@ombudsman.org.uk

Attachments

How to apply Opens in new window (pdf, 149kB)Busines Analyst role profile Opens in new window (pdf, 230kB)