Business Analyst

We are entering a new era of product  the world’s water utilities seek to meet heightened expectations of service – from customers and industry regulators – and need to redefine citizens’ relationships with their most essential resource, we are on a mission to reimagine customer experience in water.

Our flagship billing technology – Aptumo – is designed specifically for water utilities, and native to the Salesforce ecosystem. We work with 40% of the UK water industry, key clients in Australia, and are designing for growth. We believe that Aptumo is the essential heartbeat of an essential industry transformation; human-led, technology enabled.

We are building a new Product Squad to drive innovation and enhancements, together with our clients. If you are passionate about transforming transactional service into meaningful relationships; designing for engagement and behaviour change; can straddle detailed process and big picture strategy, this is the role for you. We’re looking for change makers who want to make a difference, know how to collaborate, and can bring new ways of working to our business.

As a Business Analyst in the Product Squad you will be client-facing and a key source of insight. Working across our global markets, you will be leading on key strategic projects, capturing business context and organisational goals, regulatory requirements, and market opportunities. Working closely with UX and our technical delivery teams, your role is to define for positive business and customer outcomes, working closely with partners to transform end-to-end journeys and service blueprints.

We want a design‑led BA to act as the bridge between business objectives, user needs, and technical feasibility. You will be embedded in a multi-disciplinary team, collaborating with UX, Engineering, SMEs and strategic partners.

Working closely with our clients will be key to success, and so there is a requirement to travel for face-to-face workshops, research and design across the UK, as well as our HQ in Walsall to work with the wider Echo team. You will be given the opportunity to learn, grow, and innovate – working across global markets and with our strategic partners.

As a Business Analyst, your responsibilities will be:

• Partner with User Researchers to understand behaviours,needsand motivations of users,leveraging research insights to help define solution scope
• Analyse current business processes, constraints, risks and dependencies
• Document business requirements, business rules, and decision logic, ensuring alignment with organisational goals
• Work closely with UX and to shape flows,journey sand service concepts
• Create structured artefacts (process maps, journey maps, service blueprints, user stories, acceptance criteria) that link user insight to business value
• Test early concepts with users and stakeholders, validating feasibility and aligning the solution with both user‑centric and organisational requirements
• To develop a detailed knowledge of our product,demonstrate features to existing and potential clients and support new client engagements
• Create and update documentation for new and existing functionality
• Communicate effectively with clients and stakeholders of all levels

• At least8years BA/Service Design experience
• Ability to demonstrate:
  • Analytical skills: process analysis, identification of business constraints (KPIs, compliance, operational), and ability to map dependencies
  • Design-led skills: user-centred design techniques (personas, journeys, service blueprints), familiarity with design thinking
  • Facilitation skills:conduct stakeholder interviews and manage focus groups,workshops across business, design and technical teams, andstrong communication skills to translate
• Experience of creating functional specification documents and detailed acceptance criteria, andthe ability to manage a feature through the end-to-end SDLC process through to client delivery, including client walk throughs and playbacks
• Familiarity of both agile and waterfall software delivery methodologies
• The ideal candidate will havepreviousexposure to water/utility industry, utilitybillingand/or Salesforce product ecosystem
• Able to…