Business Process Engineer

Business Process Engineer

Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture. We're not just hiring — we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.

Contract: FTC 18 months.

Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary: £75,850 – £92,196 dependent on experience.

Location: London Docklands

Reporting to: Head of Central Support

By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

Join our community – This is a great opportunity to learn about the Financial Ombudsman and the work that we do.

To better serve our customers, we are embarking on a comprehensive modernisation of the Redress System through our internal 'Modernising Redress Programme'.

This pivotal initiative will be driven by the outcomes of the recent joint Call for Input with the FCA and HM Treasury's review of the Financial Ombudsman Service.

After 25 years of dedicated service, now is the perfect moment to reset the system, ensuring both our Service and the redress framework are ready for the future. If you are passionate about driving enterprise-level change and transformation, this is an exciting opportunity to join us and help shape the future of redress.

The Central Support team exists to enable the successful delivery of the Modernising Redress workstreams. We are a team of experienced professionals who bring functional expertise, external experience, delivery discipline, and organisational perspective to everything we do.

As a Business Process Engineer, you'll lead the design and optimisation of future-state processes that underpin the Modernising Redress work. Building on the work of the Business Process Analyst, you'll turn the 'as-is' view into streamlined, efficient, and scalable solutions that deliver better outcomes for customers and colleagues.

This is a hands-on role, combining analytical thinking, creativity, and facilitation to shape how we work in the future, ensuring solutions are practical, feasible and culturally aligned so they are successfully adopted and deliver measurable value.

What You'll Do:

• Analyse the 'as-is' processes and validate where change is genuinely needed, ensuring proposals address root causes and add measurable value.
• Design and document optimised future-state processes and highlight implications for roles, skills, governance and systems, and actively managing risks and dependencies across functions to ensure solutions are practical, sustainable and deliverable.
• Facilitate co-design workshops with SMEs and enabling functions to test, refine and build buy-in for processes and operating model changes.
• Lead the specification of technical requirements for implementation, working closely with Technology and Transformation teams to ensure feasibility, integration and alignment with organisational priorities.
• Recommend opportunities for automation, AI, workflow enhancements and data driven decision making to support improved outcomes.
• Develop clear transition plans that set out how to move from the current state to the future state, ensuring readiness and minimising disruption.

To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:

• Lean Six Sigma Black Belt or equivalent advanced professional qualification in process improvement, with a proven track record of leading complex, cross-functional process redesign and transformation.
• Proven experience leading end-to-end process redesign and optimisation in complex, regulated or service based organisations.
• Advanced analytical and critical thinking skills, able to interrogate data, spot patterns, and identify root causes to inform robust solutions.
• Strong facilitation skills to lead co-design workshops, navigating competing views and bringing stakeholder agreement.
• Strategic thinking and systems perspective, able to connect process design with organisational, governance, and technology considerations.
• Data driven approach to prioritisation, impact measurements and benefits realisation.

It would also be nice for you to bring:

• Ability to challenge assumptions constructively and validate why change is necessary, ensuring solutions solve the right problem.
• Confidence to influence at senior levels, secure buy-in and maintain pace through ambiguity.

Why Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here.

• Flexibility : Work your way — remote, hybrid, or in-office
• Wellbeing : [Health plan, gym memberships, mental health support]
• Growth : We invest in your future with [courses, mentorship, promotions]
• Culture : Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

Let's Make This Easy. Apply in a few minutes:

Apply with your updated CV, ensuring you are highlighting where your experience fits the minimum criteria.

• Applications need to be submitted by the 10th of November 2025

Shortlisted candidates will be invited to a first stage which may include completing online assessments and or a telephone interview.

Formal interviews for this role will be in week commencing 25th Nov 2025

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

To ensure a good candidate experience we do not use AI tools for our screening process. As such we value authentic personal applications.