Senior Technology Process Improvement Analyst Full Time

Pacific Life

Job Title

Senior Technology Process Improvement Analyst

Job Description

We are currently seeking to recruit a Senior Technology Process Improvement Analyst to join our technology function in London. The team operates on a global basis, and we are looking for a Technology Process Improvement Analyst to be part of the team to improve systems and process efficiency and effectiveness.

This is an exciting role for someone with drive and enthusiasm for Technology process improvement and identifying efficiency gains. The successful candidate will bring external experience and expertise in mapping processes in a common uniformed way to ensure relevance and continued maintenance, ensure clear operating models and high-quality service standards sharing best practice and engagement with key stakeholders and 3rd party vendors. This role is a fantastic opportunity to help build, shape and scale the Technology Process & Governance function.

Duties

• Own and maintain Technology process documentation (process maps, procedures, workflows and service catalogues), ensuring it remains current, consistent and fit for purpose.

• Plan and lead discovery activities (interviews, workshops and walkthroughs) to capture as-is processes, pain points, controls and dependencies across Technology and business stakeholders.

• Identify process gaps, inefficiencies and control weaknesses; perform root-cause analysis; and produce clear, prioritised improvement recommendations with measurable outcomes.

• Design to-be processes and supporting operating model components (RACI, controls, handoffs, SLAs/OLAs, tooling touchpoints) to improve effectiveness, efficiency and risk management.

• Manage cross-functional process touchpoints (e.g., Risk, Compliance, Data Privacy, Procurement/TPRM and Finance as applicable) and ensure Technology processes align with enterprise requirements and policies.

• Facilitate governance and stakeholder forums to agree standards, drive adoption, manage exceptions and ensure consistency across regions/teams and with the parent company.

• Define and communicate how Technology services are delivered and how colleagues engage with Technology (service catalogue, request paths, escalation routes, ownership and key service information).

• Create clear, executive-ready materials (process packs, impacts, roadmaps and decision papers) and present recommendations to senior stakeholders with confidence and clarity.

• Ensure process alignment with the parent company, recommending local tailoring where required while maintaining control and auditability.

• Embed risk, compliance and control requirements into process design (including evidence, approvals, segregation of duties, and data handling), working closely with 2nd line functions.

• Identify and assess automation opportunities (workflow, tooling, standardisation), facilitating workshops to define requirements, benefits, risks and implementation approach.

• Use data and analysis (including AI-enabled techniques where appropriate) to quantify process performance, identify trends, pinpoint root causes and prioritise improvements.

• Ensure any use of AI/automation within Technology processes follows governance (tool/model approval where applicable), data classification, confidentiality and appropriate human oversight.

• Represent Technology process requirements in company-wide initiatives, workshops and forums, influencing outcomes and driving adoption of agreed standards.

• Conduct periodic health checks/audits of process documentation and improvement governance, tracking actions through to completion and evidencing compliance to standards.

• Lead delivery of process improvement initiatives (including coordinating internal resources and 3rd parties), working with minimal supervision and escalating risks/issues appropriately.

Skills/Experience

Essential

• Technology process improvement delivery across global/regional teams.

• Stakeholder management and facilitation (workshops, consensus) plus executive- ready communication.

• Self-starter; owns work end-to-end and escalates risks/issues appropriately.

• Working knowledge of AI for process improvement (e.g., LLMs, text analytics) applied with appropriate governance and oversight.

Desirable

• Enterprise platforms and delivery methods (e.g., finance/HR/actuarial; transformation, Agile/DevOps).

• Exposure to process mining/workflow analytics and operational reporting.

Personal Characteristics

• Collaborative and service-focused; builds trusted partnerships across teams.

• Clear communicator; translates complex/process or data topics for non-technical audiences and presents to senior stakeholders.

• Facilitative leader; plans workshops, handles disagreement constructively, and drives outcomes.

• Data-driven and decisive; uses evidence and customer feedback to make sound decisions.

• Adaptable; thrives in change/ambiguity and fast-paced environments with competing priorities.

• Analytical problem-solver with strong attention to detail; works independently and with others.

• Maintains confidentiality and professionalism.

Working For Pacific Life Re

Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team’s connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and well being initiatives. We are also committed to supporting our employee’s involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.

Benefits (Only for Permanent and Fixed Term Employees)

Leave

• 25 days of annual leave with option to buy/sell more days

• Adoption and fertility leave

• Generous enhanced parental leave

Healthcare

• Comprehensive private insurance coverage for employee and dependents

• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary

• Optical benefits

Savings & Retirement

• 15% combined employee/employer contributions

Wellness

• Subsidized gym membership

• Access to Employee Assistance Program

• Cycle to Work and Electric Car Salary Sacrifice Scheme

• Time off for volunteering

• Charitable matching of employee donations

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.

Pacific Life Re Values

Please click here to view our company values