HM Revenue & Customs
Business Analyst
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About Us
We want to maximise the potential of everyone who chooses to work for us. We offer a great work life balance. You have the opportunity to work at any of our brand-new Regional Centres and to also work remotely. Contracts vary in length dependent upon the project with the possibility to extend.
Your time spent with us short or long term will be invaluable - your skills and expertise are needed to deliver the largest digital and transformation projects in Government. There really couldn’t be a better time to join HMRC for your new contract opportunity!
About the Role
The Business Analyst will play a key role in helping the Digitising Post Programme define, shape, and validate the business needs required to transform HMRC’s outbound communications from paper-based processes to digital-by-default services. They will ensure that requirements are clear, agreed, and aligned across complex stakeholder groups, supporting the programme to deliver a coherent, scalable and customer-centred digital solution.
Skills & Experience
- Strong analytical and problem-solving skills, able to synthesise diverse viewpoints and untangle complexity within policy, process, and technology landscapes.
- Experience working in multi-disciplinary digital delivery teams across discovery and design phases.
- Ability to produce clear documentation and communicate findings effectively across technical and non-technical audiences.
- Comfortable working with ambiguity and shaping early-stage design options.
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Essential Criteria
Key Responsibilities
- Define and capture requirements
- Gather, analyse, document and validate business, user, functional and non-functional requirements; manage these throughout the discovery lifecycle using HMRC standards.
- Clarify problems and shape solutions
- Work with architects, product teams and operational experts to clearly articulate problem statements and support early design direction across DPP workstreams (Digital Format Design, Mailbox, Digital Opt-Out, Infrastructure & API modernisation, SEES).
- Stakeholder engagement
- Engage proactively with programme stakeholders—including CDIO teams, Customer Strategy & Tax Design, SEES, Digital Contact, Legal and Policy—to ensure requirements reflect organisational, customer, and legislative needs.
- Support discovery activities
- Contribute to journey mapping, process understanding, data exploration, and the assessment of user and operational needs across the programme’s digital communication and mailbox journeys.
- Align with DPP objectives
- Ensure business requirements directly enable the programme’s goals, including reducing print and postage costs, building a digital-first communications capability, and improving customer experience.
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Expected Outputs
- Clear problem statements and discovery findings
- Full requirements packs (business, user, functional, NFRs)
- Prioritised, validated and signed-off requirement sets
- Process maps and customer/operational journeys
- Options and impact assessments
- Requirement traceability matrix
- Input to SDDs and acceptance criteria
- RAID inputs and dependency mapping
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