Analyse Customer and Business Needs and the Business

Overview & Purpose

What This Standard Covers

This standard focuses on analyzing customer and business needs and the business environment relevant to Training and Competence Schemes in the financial services sector. It aims to help design and revise such schemes in alignment with both business strategy and customer requirements.

Performance Criteria

• Obtain and analyze information related to business conduct, culture, strategy, and plans.
• Identify trends in business strategy and customer needs and evaluate their impact on Training and Competence strategy.
• Validate information with relevant stakeholders and present findings on customer and business issues.
• Conduct a risk assessment related to external environmental factors affecting customer and business needs.
• Analyze technical and market features of the organization's services and products and identify competitors.

Knowledge & Understanding Requirements

• Understanding of business strategy development and its relevance to Training and Competence.
• Knowledge of customer needs analysis techniques.
• Familiarity with PESTLE analysis and its application in evaluating external environmental factors.
• Insight into the structure of the financial services industry and competitive landscape.
• Awareness of ethical standards, regulatory requirements, and confidentiality in information gathering.

Relevent Roles

• Training and Competence Manager
• Training Specialist
• Business Analyst in Financial Services
• Compliance Officer within Financial Sector Organizations