About PayByPhone
At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we’re looking for people who want to grow with us.
Together, we’re on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely — without waiting in line, carrying change, or worrying about costly fines.
About The Role
Location: Hatfield, UK (Hybrid)
Employment type: Full-Time, Permanent
Reports to: Global Clients Operations Director
As part of the Global function, this role is responsible for owning and evolving end-to-end business process analysis across all operational areas. Acting as a central Business Analyst capability, the role will review, document, and optimise processes to drive efficiency, consistency, and scalability across the organisation.
This includes establishing and maintaining high-quality process documentation, identifying improvement opportunities, and ensuring alignment between business operations, systems, and strategic objectives. The role will also play a key part in driving change governance, maintaining clear audit trails through change logs, and supporting continuous improvement initiatives.
Key Responsibilities
Business Process Analysis & Optimisation
- Act as a central Business Analyst across operational functions, reviewing end-to-end processes to identify inefficiencies, risks, and optimisation opportunities
- Evaluate and improve both manual and system-driven processes, working across internal teams and third-party providers
- Drive standardisation and best practice across business processes globally
- Lead gap analysis activities to assess current vs. future state (AS IS / TO BE) and define actionable improvements
Process Documentation & Governance
- Own and maintain comprehensive business procedural documentation across all operational areas
- Create and manage detailed process maps, SOPs, and supporting artefacts to ensure clarity and consistency
- Establish and maintain change logs to track process updates, improvements, and decisions for audit and governance purposes
- Ensure documentation is kept up to date and reflects current operational practices
Workflow & Journey Mapping
- Develop detailed and scalable process and journey maps across multiple domains, including:
- Customer experience flows
- End-to-end business process flows
- System and Salesforce architecture flows
- Use appropriate Business Analysis tools and methodologies to represent processes effectively
- Leverage tools such as Miro, Lucid, Figma, Visio, or Braze to create clear, user-friendly visualisations
- Identify and highlight areas for automation, simplification, and efficiency gains
Stakeholder Engagement & Requirements Gathering
- Partner with cross-functional stakeholders to build a deep understanding of current operations and future requirements
- Conduct workshops, interviews, and discovery sessions with business users and leadership
- Translate business needs into clear, structured requirements and process outputs
- Act as a key liaison between business, operations, and technical teams to ensure alignment and clarity
Continuous Improvement & Change Management
- Support and drive continuous improvement initiatives across operational processes
- Ensure changes are clearly documented, communicated, and embedded into business processes
- Work closely with product, technology, and operations teams to ensure process improvements are effectively implemented
- Contribute to building a culture of operational excellence and data-driven decision making
Required Qualifications
- Fluent in English, with excellent written and verbal communication skills
- Minimum 3-5 years' experience in business analysis or a related role
- Experience using journey mapping tools, with the ability to produce clear, well-documented maps and materials
- Bachelor's degree in business administration or equivalent; CBAP or PMP a plus
- Strong analytical and problem-solving skills, with a logical, methodical, and enquiring approach
- Skilled at identifying areas for improvement and uncovering the real justification for change
- Excellent organisational, time-management, and prioritisation skills; process-driven with strong attention to detail
- Able to multi-task and work effectively under pressure and tight deadlines
- Resilient and flexible, with the ability to cope with setbacks
- Self-motivated, with strong initiative
- Able to gather, analyse, and present information clearly and concisely
What We Offer
Compensation: The expected salary range for this role is £45,000 - £52000. Final compensation will be based on factors such as experience, skills, qualifications, and internal equity.
Private Healthcare: Available to all permanent employees effective Day 1, with no waiting period as well as optional dental coverage.
Pension scheme: All permanent employees get access to our pension scheme with 5% employer contribution
4x Life insurance: All permanent employees are covered under our life insurance
Career Growth & Learning Support: Opportunities for professional development, continuous learning, and career progression.
Working at PayByPhone
We operate in a world that’s constantly evolving — and change is something we embrace. Our values guide how we show up for one another and for our customers every day. In short, we:
- Make things happen
- Stay curious
- Work together
- Have fun
- See through our customers’ eyes
These principles shape how we collaborate, innovate, and deliver on our commitments.
We’re also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications — ensuring we reflect the talent and communities we serve.
PayByPhone is committed to providing accommodation throughout the recruitment process. If you require accommodation, please reach out to us at [email protected].
Want to see our values in action? Visit our Instagram and LinkedIn. Curious about the story behind our values? Head over to our About Us page to learn more.
