Olivia Hart

Business Analyst

olivia.hart@example.com
+44 7700 900412
Manchester, UK
linkedin.com/in/oliviahart

Summary

Business analyst with 6 years in insurance and retail banking. I turn vague problems into clear requirements and measurable change — most recently a claims-process redesign that cut handling time by 31%. Skilled in process mapping, SQL and stakeholder workshops.

Work Experience

Senior Business AnalystMay 2021 – PresentNorthern Mutual InsuranceManchester, UK

Led discovery and requirements for a claims-platform replacement worth £4.5M, across 6 business units
Redesigned the motor-claims process with operations, cutting average handling time from 13 to 9 days (31%)
Wrote 140+ user stories with acceptance criteria and kept a backlog that 3 delivery teams worked from
Built Power BI reporting on claims leakage that identified £620K a year of avoidable payouts

Business AnalystSep 2018 – Apr 2021Pennine Building SocietyLeeds, UK

Mapped 40 mortgage-servicing processes in BPMN and found 11 manual hand-offs to automate
Gathered requirements for an online remortgage journey now used by 58% of customers
Ran user-acceptance testing with 25 branch staff and cleared 96% of defects before go-live

Education

BSc Business ManagementJun 2018University of LeedsLeeds, UK

Upper second-class honours (2:1)

Skills

Requirements gathering · Process mapping (BPMN) · User stories · SQL · Power BI · Jira & Confluence · Stakeholder workshops · UAT · Gap analysis · Agile

Certifications

BCS International Diploma in Business AnalysisBCS · 2020

Baseline resume template

Quiet small-caps headings and generous margins. Lets the content carry it.

ATS: excellent One column and standard headings: parses cleanly in every applicant tracking system we know of.

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