About the Role:
Leeds is one of the United Kingdom’s fastest-growing centres for technology and digital services, and at TicketOrder Digital Services Ltd, we help businesses deliver smoother ticketing, order processing and customer service experiences.
We are looking for a Lead Business Analyst who can take ownership of complex business requirements and turn them into practical, measurable solutions. You will work closely with product, technology, operations and customer service teams to improve our digital ticketing and order management platforms.
This is not a documentation-only role. You will influence product decisions, challenge inefficient processes and ensure that business needs are translated into clear requirements that technical teams can successfully deliver.
Why Work With Us?
The Environment:
Our Leeds office provides a professional and collaborative working environment with convenient access to the city centre and major transport connections. We encourage open communication, structured problem-solving and shared accountability across teams.
Business Influence:
You will have a meaningful role in shaping operational and technology decisions. Your recommendations will directly influence how we improve ticket fulfilment, order processing and customer experience.
Modern Delivery Approach:
Our teams use Agile delivery practices, collaborative documentation tools and data-led decision-making. You will work closely with product managers, software engineers, operations specialists and senior stakeholders.
Professional Growth:
You will receive support for relevant training, professional certifications and industry events to help strengthen your business analysis, leadership and digital transformation capabilities.
Key Responsibilities:
Business Analysis Leadership:
Lead business analysis activities across digital ticketing, order management and customer service improvement projects.
Requirements Management:
Gather, document and prioritise functional and non-functional requirements through workshops, interviews, process reviews and stakeholder discussions.
Process Improvement:
Evaluate existing business processes, identify operational inefficiencies and recommend practical improvements that reduce delays, errors and customer complaints.
Solution Definition:
Translate business needs into clear user stories, process maps, acceptance criteria and solution requirements for product and technology teams.
Stakeholder Management:
Build effective working relationships with senior stakeholders, operational teams, customers and technical specialists. Present findings and recommendations in a clear and commercially focused manner.
Data Analysis:
Use operational data, customer feedback and performance metrics to support recommendations and measure the impact of delivered changes.
Delivery Support:
Work closely with project managers, product managers, developers and testers throughout the delivery lifecycle to ensure that solutions meet agreed business requirements.
Team Development:
Provide guidance and mentoring to Business Analysts and support the continued improvement of business analysis standards, templates and working practices.
What We Are Looking For:
Experience:
At least 6 years of experience in business analysis, including experience leading complex digital, operational or technology-enabled change projects.
Leadership:
Previous experience mentoring analysts, leading workshops or coordinating business analysis activities across multiple workstreams.
Business Analysis Skills:
Strong knowledge of requirements gathering, process mapping, stakeholder analysis, user stories, acceptance criteria and business process improvement.
Delivery Knowledge:
Practical experience working within Agile, Scrum or hybrid project delivery environments.
Analytical Ability:
Confident interpreting operational data, identifying trends and using evidence to support business recommendations.
Communication:
Excellent written and verbal communication skills, with the ability to explain complex information clearly to both technical and non-technical audiences.
Tools:
Experience using tools such as Jira, Confluence, Microsoft Visio, Lucidchart, Power BI, Excel or similar business analysis and reporting platforms.
Mindset:
You are commercially aware, organised and comfortable challenging existing ways of working. You know how to balance business priorities, customer needs and technical constraints.
Pay: £3,294.00-£4,865.00 per month
Work Location: In person
