Gemma Ashworth
Business Analyst, BCS International Diploma, Financial Services and Utilities
Application for Senior Business Analyst, Customer Journeys, ref CHG-2026-19
Dear Ms Qureshi,
I would like to be considered for the Senior Business Analyst post in your change delivery team, advertised on your careers site. I am a Business Analyst at Pennine Mutual Building Society in Manchester, where I led the analysis for a redesign of the mortgage application journey that cut the time from application to offer from twelve working days to seven. Your advert asks for someone who has taken a customer journey from mapping to a live release in a regulated firm, and that has been my work for the last four years.
The mortgage redesign began with mapping the journey across underwriting, valuations and conveyancing and ended with the heads of each team agreeing the new process in one room. For the broker portal that followed I wrote 160 user stories with acceptance criteria and led user acceptance testing with fourteen underwriters; we found nine defects before go-live and none in the first month after it. I also produced the gap analysis and requirements for Consumer Duty reporting, working with the compliance team so that the first annual board report was built from data the society already held rather than from a new system, which is the kind of answer your posting says you want.
Before Pennine I was at Mersey Basin Water Services in Warrington, where I documented the as-is and to-be process for metered billing queries and removed three hand-offs between the contact centre and the metering team, and built the weekly backlog and productivity reports for a 70-person billing operation in Power BI. I hold the BCS International Diploma in Business Analysis and PRINCE2 Agile Foundation, and I have delivered in both agile and waterfall teams, which the mix of claims platform work and regulatory reporting in your advert seems to need.
My CV is enclosed with the detail of each programme. I would welcome the chance to talk through how you run requirements between the claims team and your developers, and I am available for interview from the week of 19 October. Thank you for your time.
Yours sincerely,
Gemma Ashworth