John Boyd
Ardrossan
Summary
A Financial Services professional with over 14 years' experience within the Building Society sector, spanning mortgages, branch management, operational leadership and business change. Having progressed through roles including Mortgage Advisor, Branch Manager, Area Manager and Change Business Analyst, I have developed a strong understanding of both customer operations and business delivery.
Most recently, I supported the successful launch of a new digital savings and mortgage platform and companion mobile app, working with stakeholders to gather requirements, improve processes and support the delivery of change from discovery through to implementation. I combine operational experience with a practical approach to Business Analysis, building strong relationships and helping deliver solutions that work for both the business and its customers.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Change Business Analyst
Scottish Building Society
Edinburgh/Glasgow
2025.02 - 2026.06
- Supported the Head of Change with the delivery of a major digital transformation programme, helping to successfully launch a new savings and mortgage platform and mobile app.
- Worked with business teams to understand their requirements, asking questions where needed to make sure the right solution was being delivered.
- Gathered and documented business requirements through workshops, one-to-one meetings and discussions with stakeholders across the Society.
- Produced As Is and To Be process maps to understand how existing processes worked, identify improvements and assess the impact of proposed changes.
- Wrote business requirements, user stories and acceptance criteria , making sure requirements were clear, complete and understood.
- Worked closely with Product Owners, testers and third-party suppliers throughout the project to answer questions, clarify requirements and support delivery.
- Reviewed how changes would affect different business areas, identifying impacts, dependencies and risks before implementation.
- Facilitated workshops to agree requirements, review proposed solutions and gain feedback from business users and subject matter experts.
- Acted as the Business Analyst and subject matter expert for allocated workstreams, providing support throughout the project lifecycle.
- Created and maintained project documentation including business requirements, process maps, system flows, decision logs and training materials.
- Supported solution design by making sure business requirements were reflected in the proposed solution and met business needs.
- Worked with the testing team to prepare for User Acceptance Testing (UAT), reviewed test scenarios, supported defect triage and confirmed that agreed requirements had been met.
- Investigated system issues and defects, working with technical teams to identify the root cause and agree suitable solutions.
- Produced process guides and training documentation and supported business teams as they prepared for the launch of the new platform.
- Managed the handover into Business as Usual (BAU), ensuring operational teams had the documentation, knowledge and support needed to manage the new system.
Area Manager
Scottish Building Society
, Scotland
2023.06 - 2025.01
- Managed the day-to-day running of a number of six Relationship Centres across Scotland, making sure teams delivered a consistent, high-quality service to members while meeting operational and regulatory standards.
- Led and supported a team of Relationship Centre Managers and 25 Member Relationship Assistants, creating a positive working environment through regular coaching, mentoring and feedback.
- Set individual objectives, carried out regular one-to-one meetings and annual performance reviews, helping colleagues develop their skills and achieve their goals.
- Monitored individual and team performance against service standards, values and behaviours, recognising good performance and providing support where improvements were needed.
- Worked closely with managers to improve the overall member experience, identifying opportunities to simplify processes and improve customer satisfaction, Net Promoter Score (NPS) and Mystery Shop results.
- Monitored savings growth and retention across the business, using MI to identify trends, understand performance and agree actions to improve results.
- Supported the delivery of business change across the Relationship Centres, including new systems, process improvements and regulatory changes, ensuring colleagues were informed, trained and supported throughout implementation.
- Reviewed suspicious activity reports and worked with the second-line Risk team to investigate concerns and ensure regulatory requirements were met.
- Assessed Politically Exposed Person (PEP) and Special Interest Person (SIP) alerts, carrying out investigations where required and making informed decisions in line with policy.
- Took ownership of customer complaints from initial investigation through to resolution, ensuring cases were handled fairly, within regulatory timescales and with clear communication to customers throughout.
- Managed operational workloads across the Relationship Centres, ensuring work was completed accurately, on time and in line with Society policies and procedures.
- Used performance data and management information to identify trends, manage risk, improve productivity and support business decisions.
- Supported colleagues through change by providing clear communication, coaching and practical support to help teams adapt to new ways of working.
Manager – Relationship Centres
Scottish Building Society
2022.01 - 2023.06
Branch Manager
Scottish Building Society
Glasgow
2019.08 - 2022.01
Branch Manager / Mortgage Advisor
Scottish Building Society
Troon
2012.06 - 2019.08
Education
SCQF Level 7 SVQ - Management
Chartered Management Institute
GCSEs - Mortgage Advice
The Chartered Insurance Institute
GCSEs - Mortgage Advice
Chartered Banker Institute
SCQF Level 6 SVQ - Customer Service
Chartered Management Institute
Skills
Business requirements analysis
Stakeholder engagement
Workshop facilitation
Process improvement
User story documentation
Change impact assessment
Testing support and resolution
End-to-end change delivery
Certification
- Chartered Management Institute - 2021 SCQF Level 7 SVQ in Management
- The Chartered Insurance Institute - 2017 Equity Release (ER1)
- Chartered Banker Institute - 2015 Mortgage Advice and Practice Certificate
- Chartered Management Institute - 2014 SCQF Level 6 SVQ in Customer Service
References
References are available upon request
Timeline
Change Business Analyst
Scottish Building Society
2025.02 - 2026.06
Area Manager
Scottish Building Society
2023.06 - 2025.01
Manager – Relationship Centres
Scottish Building Society
2022.01 - 2023.06
Branch Manager
Scottish Building Society
2019.08 - 2022.01
Branch Manager / Mortgage Advisor
Scottish Building Society
2012.06 - 2019.08
SCQF Level 7 SVQ - Management
Chartered Management Institute
GCSEs - Mortgage Advice
The Chartered Insurance Institute
GCSEs - Mortgage Advice
Chartered Banker Institute
SCQF Level 6 SVQ - Customer Service
Chartered Management Institute