BA Brew - A Business Analysis Podcast

Afleveringen

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  Why Service Design Matters | Improving Customer Experience & Digital Transformation 14.08.2026 27min

  Why do so many organisations still struggle to deliver great customer experiences? In this episode of BA Brew, Stuart Mullinger speaks with Dr Debra Paul and Jonathan Hunsley about their new BCS book, Service Design: A Practical Guide to Creating Customer-Centric Services, and explores why service design has become an essential discipline for organisations seeking to improve customer experience and business transformation. The discussion covers practical service design techniques, professional standards, collaboration across change professions and how organisations can design services that create better outcomes for customers. In this episode you'll learn: ✔ Why service design matters more than ever ✔ How to improve customer experience through service design ✔ The Service Design Framework explained ✔ Why business analysts, service designers and business architects work better together ✔ Practical techniques including the Service Definition Canvas and Minimum Viable Service ✔ How AI is influencing the future of service design ✔ Where the profession is heading over the next decade Whether you're a service designer, business analyst, business architect, digital transformation leader, customer experience professional or change manager, this discussion offers practical insights into creating better organisational services. Learn more about Service Design ➡ Service Design Guide: https://www.assistkd.com/Why-AssistKD/service-design-training ➡ Service Design Courses: https://www.assistkd.com/courses/service-design-courses Subscribe for more BA Brew discussions on business analysis, service design, business architecture, digital transformation and organisational change.
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  How to Find Your Business Analysis Voice | BA Career Advice from Industry Leaders 31.07.2026 30min

  Technical skills are only part of becoming a successful Business Analyst. Learning how to communicate with confidence, influence stakeholders and ask the right questions is what helps great Business Analysts stand out.Jonathan Hunsley is joined by Emily Saunderson, Head of Profession for Business Analysis at the Department for Education, and Dr Carlos Pullen-Ferreira, Principal Consultant at AssistKD, to discuss how Business Analysts can find their voice, build confidence and increase their influence. Whether you're new to Business Analysis or an experienced Business Analyst, this discussion explores practical ways to increase your influence, develop professional confidence and grow your Business Analysis career.In this BA Brew episode: What it means to find your Business Analysis voiceBuilding confidence as a Business Analyst Speaking up in stakeholder workshops and stakeholder meetings Influencing business decisions Becoming a trusted adviser Business Analysis leadership Mentoring and coaching Networking for Business Analysts Developing your Business Analysis career Helping the next generation of Business Analysts Emily also shares the remarkable story of being told she would never become a successful Business Analyst before eventually leading the business analysis profession at the Department for Education. LEARN MORE BCS International Diploma in Business Analysis Courses BCS Advanced International Diploma in Business Analysis Courses: Business Analysis Career GuideBA Brew Podcast HubBusiness Analysis Conference Europe
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  How to Improve Digital Change Collaboration: An Introduction to Service Frameworks (feat. Chris Pyatt and Victoria Banner) 12.06.2026 26min

  Service frameworks are a powerful yet often overlooked tool that can fundamentally change how teams understand, collaborate, and achieve outcomes.In this episode of BA Brew, Jonathan Hunsley from AssistKD is joined by Chris Pyatt and Victoria Banner to discuss how service frameworks help business analysts, business architects and service designers clarify their value, improve collaboration and navigate complex organisational change ecosystems.The discussion covers:What a service framework actually is – and how it defines the value a role deliversWhy business analysis, architecture and service design overlap more than we thinkHow frameworks create clarity on roles, responsibilities and boundariesThe role they play in reducing confusion, conflict and duplication across teamsHow they support career growth, capability building and even recruitment decisionsPractical advice on getting started – and why you don’t need to build everything at onceWhether you are a business analyst, business architect, service designer or other digital change professional, this episode offers practical advice for improving conversations and outcomes.EXPLORE ASSISTKD TRAININGAssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years' experience in professional development.Relevant courses for this episode:BCS Business Analysis Practice - https://www.assistkd.com/courses/business-analysis-diploma-courses/bcs-certificate-business-analysis-practiceBCS Business Architecture - https://www.assistkd.com/courses/architecture-courses/bcs-certificate-business-architectureA4Q Business Service Design - https://www.assistkd.com/courses/service-design-courses/a4q-certificate-business-service-designWATCH THIS EPISODEWatch all episodes of the BA Brew on YouTube: https://www.youtube.com/watch?v=qxdeXIxtEOU&list=PLEvIolukjrawamafeBkNM3pELcNqVrPN6
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  Business Analysis Mode: Stuck On (feat. Stu Mullinger) 29.05.2026 27min

  Once you learn business analysis skills, do they ever really switch off?In this episode of BA Brew, Mike, Ruth, Kerry and Stu discuss how BA thinking becomes embedded into everyday life - shaping how we solve problems, make decisions and interact with others.The discussion covers:Why BA skills naturally carry over into everyday situationsReal-life examples of using BA thinking outside of workWhen analysis and problem-solving can be unhelpfulThe risk of “analysis paralysis”How to recognise when to switch off BA modeTechniques like circles of control, root cause thinking and options analysis in daily lifeThe importance of empathy, presence and reading the roomWhether you're a business analyst, change professional or team leader, this episode offers practical insights into balancing analytical thinking with real-world human situations.EXPLORE ASSISTKD TRAININGAssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years' experience in professional development.Relevant courses for this episode:BCS Certificate in Business Analysis PracticeBCS Foundation Certificate in Business AnalysisBCS Certificate in Modelling Business ProcessesEexplore AssistKD's full range of Business Analysis training courses here: https://www.assistkd.com/our-business-training-courses-classes
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  Informal Networks & Gossip in Business Analysis (feat. Carlos Pullen-Ferreira) 15.05.2026 28min

  Informal networks are one of the most powerful – and often overlooked - forces in organisations. For Business Analysts, understanding how information really flows can make the difference between struggling with change and successfully influencing it.In this episode of BA Brew, Jonathan Hunsley is joined by Michelle, Fiona and Carlos to explore the role of gossip and informal networks in the workplace – and how they impact organisational change.The discussion covers:What “gossip” actually means in a workplace contextWhy informal networks exist and how they create psychological safety during changeThe difference between formal communications and how information really spreadsHow informal networks can support better stakeholder engagement and change outcomesThe risks of negative gossip, politics and organisational cultureHow Business Analysts can use informal networks to sense-check, influence and support changeWhether you are a Business Analyst, change professional, service designer or team leader, this episode provides practical insights into the human side of organisations – and how to work with it, not against it.EXPLORE ASSISTKD TRAININGAssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years’ experience in professional development.Relevant courses for this episode:BCS Stakeholder EngagementBCS Digital Business ChangeBCS Benefits Management and Business AcceptanceBCS Modelling Business ProcessesExplore AssistKD's Business Analysis full range of training courses here: https://www.assistkd.com/our-business-training-courses-classes
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  Active Listening for Business Analysts (feat. Craig Rollason and Corrine Thomas) 01.05.2026 33min

  Active listening is one of the most valuable skills a Business Analyst can develop — and one of the easiest to get wrong. In this episode of BA Brew, Jonathan Hunsley from AssistKD is joined by Craig Rollason and Corrine Thomas to discuss how active listening helps business analysts build trust, improve stakeholder conversations and gather better requirements. The discussion covers: What active listening really means for business analysts Why listening is central to effective stakeholder engagement Common unhelpful listening behaviours and how to avoid them How to prepare yourself to listen properly The value of summarising, silence and open questions How teams can practise and improve their listening skills together Whether you are a business analyst, service designer, change professional or team leader, this episode offers practical advice for improving conversations and outcomes. EXPLORE ASSISTKD TRAINING: AssistKD offers Business Analysis and Service Design training online, in person and through eLearning, with over 30 years' experience in professional development. Relevant courses for this episode: BCS Stakeholder EngagementBCS Requirements EngineeringBCS Advanced Requirements EngineeringBCS Business Analysis PracticeLISTEN & SUBSCRIBE: Find BA Brew on Spotify, Apple Podcasts and all major platforms.
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  Supporting the Next Generation of BAs with the YBA (feat. Joanne Fahy and Joseph Haslam) 17.04.2026 23min

  What’s it really like starting out as a Business Analyst - and how do you avoid feeling isolated, overwhelmed or “behind” in your early career? In this episode of The BA Brew, Mike is joined by Joe and Jo from the Young Business Analysts (YBA) - a fast‑growing, volunteer‑led community designed to support Business Analysts aged 35 and under. They discuss: Why YBA was created and the gap it set out to fill How safe spaces help early‑career BAs ask the questions they’re afraid to ask at work The impact of volunteering on confidence, networking and public speaking How YBA has grown into a 2,500+ strong community across online and in‑person events Why experienced practitioners still have an important role to play From first‑job nerves to conference speaking, this is an honest conversation about growth, connection, and building a career in Business Analysis - without doing it alone. FURTHER RESOURCES YBA YBA Website YBA LinkedIn BA Brews BA Brew 9: Young BA Special BA Brew 77: How to start your BA Career BA Brew 88: BA Apprentice of the Year Articles The Young Business Analysts: How It All Began Where are They Now? Business Analyst Apprentices
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  The Professional BA (feat. Laurens de Rooij) 02.04.2026 15min

  What does it really mean to be a “professional” Business Analyst? In this episode of BA Brew, Kerry is joined by Laurens and Lisa to explore professionalism in business analysis – from preparation and mindset to qualifications, growth, and career progression.They discuss:What professionalism means in a BA contextTheir journeys through the BCS International & Advanced DiplomasAchieving CITP statusThe path to becoming an Expert BAPractical advice for BAs looking to advance their careersIf you're considering the BCS Advanced Diploma, CITP, or the Expert BA route, this conversation is packed with insights from real practitioners who’ve been there.FURTHER RESOURCESBA BrewsHow to Become a Business Analysis ProfessionalTransferable SkillsCommunities of PracticeSelf-Assessment and Development ToolsI’m a Business Analyst — How Did That Happen?ArticlesNo Limits to LearningElevating the BA VoiceSkill Development of the Business Analysis PracticeFrom Junior BA to BA Manager: A Business Analysis JourneyQualificationsBCS International Diploma in Business AnalysisBCS Advanced International Diploma in Business AnalysisChartered IT Professional (CITP)The Expert BA Award
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  Communities of Practice  (feat. Anthony Thompson and Mark Thompson) 20.03.2026 28min

  Being part of a Community of Practice allows BAs to share knowledge and best practice, mentor or be mentored, and have a clear understanding of their role and responsibilities. But some of the benefits are less tangible. In this lively chat, Anthony Thompson and Mark Thompson of Close Brothers discuss the value of Communities of Practice with the Brew Crew. Anthony Thompson and Mark Thompson are both Lead BAs at Close Brothers. FURTHER RESOURCES  BA BREWS BA Brew 29: The Invisible BA BA Brew 35: The BA Service Framework ARTICLES Ten Reasons to Establish a Centralised Community of Practice Ten Top Tips on Building a Community of Practice Running a Centralised Business Analysis Community of Practice: The Top 10 Financial Benefits Keeping a Community of Practice Alive and Kicking COURSES BCS Certificate in Team Leadership
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  Accessibility (feat. Adam Pearson) 06.03.2026 28min

  In this informative BA Brew Adam Pearson talks to the Crew about why BAs need to develop an accessibility mindset and how he, as a registered blind person, has used his BA skills to help to make it easier to both generate and consume accessible content.Topics discussed: why accessibility must be considered from the start of every project; useful tools for generating accessible content and for consuming content; the difference between usability and accessibility; how AI tools can support accessibility; why making mistakes and learning means you are doing it right; and more.As Adam says: “The more we all do as a collective, the fewer barriers there are into this fantastic field of work.”Adam Pearson is now a Business Analyst at The RNIB.FURTHER RESOURCES BA BREWSBA Brew 20: Resilience (feat. Corrine Thomas)BA Brew 27: The BA ApprenticeshipARTICLESResilience ResourcesStrengths Spotting - Achieve your goals by leveraging your strengthsAssistKD’s Business Analyst (Level 4) Apprenticeship SchemeAssistKD BA Career Planner Tool10 Top Tips for Entering the Business Analysis Profession
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  Mental Monsters (feat. Helen Holder) 20.02.2026 28min

  Helen Holder developed an idea to help her children talk about their fears during lockdown – and it proved to be highly effective. Now Helen is using the same powerful visualisation technique to help business change professionals name, and tame, their self-limiting beliefs. In this mindset-challenging BA Brew, Helen and the Brew Crew discuss common 'Mental Monsters’ and share some practical strategies for challenging them. See the resource list below for a link to Fiona Kiss’s ‘Problem Solving Duck’ article. Helen Holder is Head of Business Analysis at RICS. She is also a volunteer with IIBA and YBA. FURTHER RESOURCES  BA BREWSBA Brew 20: Resilience (feat. Corrine Thomas) BA Brew 30: Confidence (feat. Philippa Thomas) BA Brew 45: Developing Positive Habits and Behaviours ARTICLES Mental Monsters: Name and Tame Your Limiting Beliefs Resilience Resources Strengths Spotting - Achieve your goals by leveraging your strengths StrengthsFinder 2.0 Foster a Growth Mindset with Mindset Advantage The Problem Solving Duck COURSES Introduction to NLP Workshop
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  Transferable Skills (feat. Lisa Croft) 06.02.2026 24min

  If you have relevant transferable skills, it is possible to change careers at any time of life. In this thought-provoking episode, Lisa Croft of Herd Consulting and AssistKD’s Amanda Christianson talk about transferable skills with host Jonathan Hunsley. Relevant skills discussed include: stakeholder engagement; customer service; teamwork; data analysis; problem-solving; taking a holistic view; and documentation. RESOURCES CAREER PLANNING AssistKD Career Planing Tools COURSES One Day Careers Workshop ARTICLES What I Wish I had Known When I Started my Business Analyst Career 10 Top Tips for Entering the Business Analysis ProfessionBA BREWS BA Brew 77: How to start your BA Career (Feat. Timothy Clark & Michelle Shakesheff) Updating your skills toolkit? AssistKD offers a wide choice of business training courses.Assist’s Learning Zone is packed with free learning resources, with new and topical content added regularly. Discover the latest BA Brew podcasts, articles, blogs, short learning videos and more.
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  BA of the Year Award Special (feat. Mark Cross and Kay Hardy) 12.12.2025 22min

  If you’ve ever considered applying for the Business Analyst of the Year Award, this BA Brew special is for you. Current BA of the Year Mark Cross and 2024 winner Kay Hardy discuss what inspired them to apply, and some of the unexpected benefits of taking part. FURTHER RESOURCES Visit our BA of the Year page Assist’s Learning Zone is packed with free learning resources, with new and topical content added regularly. Discover the latest BA Brew podcasts, articles, blogs, short learning videos and more. AssistKD BA Career Planner Tool Webinar: What it Takes to be BA of the Year ARTICLES BA of the Year: 10 Top Tips for Applying Mark Cross Winner’s Interview Kay Hardy Winner’s Interview Pip Hall Winner’s Interview BA BREWS BA Brew 20: Resilience BA Brew 68: Stepping Beyond the BA Toolbox BA Brew 80: Bravery in Business Analysis
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  The Balanced Business Analyst: Stretch goals and The Holistic Approach (feat. Jennie Macdonald) 28.11.2025 21min

  In this stressbusting BA Brew, special guest and yoga teacher Jennie Macdonald talks to the Brew Crew about how yoga, mindfulness, and something as simple as a breathing technique can foster balance, calm and resilience in your work and home life. Jennie and Ruth recommend the following online Yoga and Mindfulness resources: Yoga with Adriene is a particularly good entry point – well worth subscribing to on YouTube. This includes movement and breathing exercises, and she has multiple 30 day courses where the daily sessions are about 20 minutes long: Yoga With Adriene - YouTube The Mindful app is a great one for walking meditations – it isn’t free but it’s well worth the subscription: A Guided Walking Meditation for Daily Life - Mindful Nalanie Chellaram is a great teacher if people want to get into yoga in its broader sense: Nalanie Chellaram - YouTube FURTHER RESOURCESBA BREWS BA Brew 20: Resilience (feat. Corrine Thomas) BA Brew 30: Confidence (feat. Philippa Thomas) BA Brew 45: Developing Positive Habits and Behaviours ARTICLES Resilience Resources Strengths Spotting - Achieve your goals by leveraging your strengths BOOK REVIEW: Begin with You by Petra Velzeboer Wellbeing in Times of Change By Petra Velzeboer
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  Mind The (Service) Gap 14.11.2025 25min

  Bad service appears to be on the increase… why? Could it be because organisations are forgetting about the needs of the customer or are not sufficiently involving BAs, Service Designers or Business Architects? Debra Paul, Jonathan Hunsley and Mike Williams share a few ‘tales of woe’ and discuss some of their favourite trouble-shooting tools and techniques. Techniques discussed include scenario analysis; business continuity; the ‘Zone of Tolerance’; exploring the voice of the customer; and the POPIT™ technique. FURTHER RESOURCES BOOKS ‘Business Architecture: A Comprehensive Guide’ by Jonathan Hunsley and Debra Paul, is available from the BCS Bookshop. Business Analysis: 123 Essential Tools for Success by James Cadle, Debra Paul, Jonathan Hunsley, Adrian Reed, David Beckham and Paul Turner. Coming in 2026 and available for preorder: Service Design: A practical guide to creating customer centric services by Debra Paul and Jonathan Hunsley ARTICLESThe Rise of the CX Professional | Assist Knowledge Development   Putting the Service into Service Design | Assist Knowledge Development COURSESVisit the Free Learning section of Assist’s Learning Zone for a choice of free short courses – with a course dedicated to POPIT™️.  AssistKD offers a wide choice of business training. BA BREWSCustomer Experience Analysis Business Service Architecture Business Service Design The BA Tools and Techniques Launch Chat
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  Digital Solutions and the Role of the BA (feat. Catherine Plumridge) 31.10.2025 26min

  Could BAs be the new digital solutions superheroes? This week’s BA Brew, which features special guest Catherine Plumridge, looks at how the skills of BAs plug into digital solutions across every element of the BA Service Framework. Questions addressed in the chat include: Could the BA role in the future embrace the development of digital solutions, using no-code platforms and AI? How does using the POPIT™️ framework enhance digital solutions? In what ways will the BA role evolve? Catherine Plumridge is a BA Leader at Kensington Mortgages and was a key early reviewer of the new BCS Digital Solutions series written by Pete Thompson. Stuart Mullinger and Fiona Kiss worked with Pete Thompson on designing and developing AssistKD’s new BCS Foundation Certificate in Digital Solution Development course. FURTHER RESOURCES BOOKS Defining Digital Solutions Designing Digital Solutions Delivering Digital Solutions ARTICLES AI and the Business Analysis Role COURSES Solution Development Courses DIPLOMAS The BCS International Diploma in Solution Development BA BREWS The AI Brew BA Brew 102: Trilogy Pete: The Digital Solutions Series | Assist Knowledge Development
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  Business Analysis and All That Jazz (feat. Dominic Ready and Claire Chaundy) 17.10.2025 29min

  In this music-themed BA Brew, three piano-playing business analysts identify and draw parallels between business analysis and music, highlighting interesting similarities and connections. Claire Chaundy compares mentoring in music and in business analysis. AssistKD’s Stuart Mullinger discusses BA tools and techniques and the musical standards. And Dominic Ready (who also performs the intro and outro) finds some surprising common ground between performing live and the POPIT™ technique.  FURTHER RESOURCESBA BrewsBA Brew 33: BA Skills and How to Develop ThemBA Brew 104: Why BA Techniques are UsefulBooksBusiness Analysis Techniques: 123 Essential Tools for SuccessCoursesBCS Foundation Certificate in Business AnalysisFree Courses and VideosCheck out the free Bitesize Learning Videos in our Learning ZoneTop up your BA skills with free courses, in the ‘Free Learning’ section of our Learning Zone
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  Beesiness Analysis – Lessons from the Hive (feat. Mick Brian) 03.10.2025 20min

  In this week’s BA Brew, Kerry Adams chats to avid beekeepers Mike Williams and Mick Brian about what business analysts can learn from the organisation of a beehive – including how the bees communicate, make decisions, and allocate their resources. Interesting facts include the many different jobs of the worker bees (they don’t just collect pollen) and the intricacies of the ‘waggle dance’. FURTHER RESOURCES  BA Brews  BA Brew 33: BA Skills and How to Develop ThemBook Business Analysis Techniques: 123 Essential Tools for Success   Articles  AI Alchemy: Turning Change into Gold] Courses  BCS Foundation Certificate in Business AnalysisFree Courses and Learning Videos  Check out the free Bitesize Learning Videos in our Learning ZoneTop up your BA skills with free courses, in the ‘Free Resources’ section of our Learning Zone
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  Why BA Techniques are Useful (feat. Carlos Pullen-Ferreira) 19.09.2025 27min

  Ready for some BA toolbox inspiration? This BA Brew is all about business analysis techniques, and how to apply them. Podcast guest Carlos Pullen-Ferreira waxes lyrical about the Requirements Traceability Matrix and User Stories; Debbie sings the praises of Data Models, the CRUD Matrix and a good Value Stream Diagram; and finally Jonathan puts a word in for GAP Analysis and can’t resist talking (or is it ranting?) about RACI. Other techniques mentioned include: Swimlane Diagrams; SWOT Analysis; PESTLE Analysis; Use Case Diagrams and Context Diagrams; BPMN and UML; Capability Models; POPIT; Customer Journey Maps; Cost Benefit Analysis and VMOST. Carlos Pullen-Ferriera is a highly experienced BA and Head of Change Management, Agile coach, author and conference speaker. FURTHER RESOURCES BA BREWSBA Brew 2: The RACI RantBA Brew 19: The BA Tools and Techniques Launch ChatBA Brew 33: BA Skills and How to Develop ThemBOOKSBusiness Analysis Techniques: 123 Essential Tools for SuccessARTICLESTime For a Skills Stocktake? Customise your Toolkit with the BA Techniques TriageCOURSESBCS Foundation Certificate in Business AnalysisFREE VIDEOSCheck out the Free Bitesize Learning Videos in our Learning ZoneFREE COURSESThe POPIT™ ModelIntroduction to BPMN 2.0
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  The Butterfly Effect of Inspiration (feat. Simon Platt and Charlotte Neill) 05.09.2025 26min

  According to Simon Platt, every one of us, regardless of our age, job, title or background, has it within us to inspire others – even if we don’t always realise it. Simon lived in the same village as Sir Captain Tom Moore, and observed close at hand how a simple idea lifted the nation’s spirits in lockdown and raised £39 million for NHS charities. In this uplifting BA Brew, Simon talks to the Crew about the skills, traits and beliefs that can help us inspire ourselves and others in the BA community and beyond. The Brew crew are also joined by Simon's colleague Charlotte Neill who is running a workshop with Simon at the IRMUK BA Conference 2025. They are hoping that by BA’s sharing their stories in the workshop, others might see themselves in them or realise they’ve been inspiring people all along without even knowing it. Topics touched upon include: What comes first, motivation or inspirationPractical steps to inspire yourself and othersThe lasting impact of role modelling and ‘paying forwardTangible actions we can all take in our day to day lives. Simon Platt is Principal Business Analyst at Whitbread, a Neuroinclusivity Advocate, public speaker and podcast host. Simon was a BA of the Year Finalist in 2023.Further ResourcesArticlesWork-life Balance: Creating a Career and a Life you LoveNeurodiversity: The BAs Survival GuideBook review: Begin with You by Petra VelzeboerWellbeing in Times of ChangeCoursesIntroduction to NLP One Day WorkshopBA BrewsBA Brew 49: Mental HealthBA Brew 54: Neurodiversity