Business Change Analyst

WTW’s Outsourcing Business Admin Operations consists of close to one thousand colleagues providing a pension administration facility for clients of varying size across a variety of complex schemes. The workforce consists of differing seniority levels, skill mixes, team sizes and talent pools delivering diverse operational models, processes, and procedures.

We are seeking a proactive and detail-oriented Business Change Analyst to join our Outsourcing Business team. In this role, you will be instrumental in ensuring that all client and internal change initiatives—ranging from new technology platform implementations to enhancements of existing solutions—are successfully adopted across the organization.

Your core responsibilities will include:

• Facilitating formal acceptance of change projects by the business.
• Coordinating clear and timely communication both internally and externally.
• Supporting user training and ensuring training materials are comprehensive and accessible.
• Embedding changes into the operating model to ensure long-term sustainability.

You will operate within a dynamic virtual team, delivering high-quality project outcomes that align with defined success criteria. Your contributions will directly impact the effectiveness of the Pensions Administration function post-implementation, ensuring smooth transitions and measurable improvements.

The Role:

• Support the development and communication of the strategic change roadmap
• Support the successful delivery of the organisational change acceptance and implementation success of the Programme as defined by Business Design Authority.
• They must have the ability to support in challenging the status quo on ways of traditional working.
• Support the identification of people-related risks and develop specific interventions to mitigate or address concerns
• Focus will be on supporting the development and application of a robust approach for establishing business and client change requirements, business and client testing and acceptance into production and delivery of efficient well documented changes to or implementation of new operational processes.
• Ensuring the tracking and realisation of benefits in line with the agreed business case.
• Work with the clients and client teams to ensure that they are prepared to adopt new changes covering such areas as communications, marketing, training and adoption into business processes.
• This includes implementing and managing the go-live process including training, ‘floor walking’, defect triaging and prompt transition to business as usual operation.
• Work with business project sponsors to ensure that WTW internal operational process changes are followed to realize the benefits of the business change.
• Support the Business Design Authority and key users within Outsourcing NNA to maintain and centralise feedback of features to inform continuous product improvement.
• Support the OPEX team within Outsourcing NNA.
• Support the design and implementation of operating model changes
• Create clear and robust communication plans for each project, ensuring the smooth adoption of change

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid”(#LI-Hybrid) is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Requirement:

• Experience in pensions is highly beneficial
• Have a strong understanding of Business Change practices and a proven track record on applying these
• Experience in working with Target Operating Model design and Change implementation.
• Project Management or Project Delivery experience.
• Experience overcoming resistance to change and demonstrating the ability to gain trust and understand the issues that matter to Business.
• Excellent communication and negotiation skills, both verbal and written
• A high attention to detail, able to navigate the complexities of our project and technical landscape.
• Experience in providing clear & concise reporting to stakeholders across both the Business and Technology organisation.
• Ability to adapt and change direction in accordance to the business needs, as well as work on several key initiatives simultaneously, evidencing excellent time and work management skills
• Highly agile and able to pivot in line with changing demand and focus

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.

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