This aim of this role is to identify, document, make recommendations for and facilitate improvements to operational processes, ensuring they are effective and efficient and driven by customer experience.

Client Details

My client are UK's leading experts in employee and consumer engagement, bringing businesses and their employees together, whilst creating experiences that build connections which make a real difference to people's lives

Description

• Document end to end service flows which ensures the customer experience of service is understood

• Identify areas to simplify processes and reduce waste through a customer-centric approach, making the Operations function more productive, efficient and effective

• Use analytics & data to assist with root cause analysis and identify opportunities for improvement

• Identify service risks and dependencies, defining their impact and mitigating them where possible

• Work alongside business analysts and product managers to build business cases and scope requirements designed to facilitate automation and efficiency across the product and IT landscape

• Work across functional teams to develop optimal processes, fostering a positive change culture and supporting ongoing two-way communications

• Present and communicate ideas and designs to the Operations & Service Delivery management teams plus key management teams across the business as necessary

• Communicate across stakeholders to gain input and consensus as required

• Project manage key operational projects

• Support management on additional project work from across the Operations and Service delivery function

Profile

• Customer focused with an ability to understand customer needs

• Strong written and oral communication skills

• Consistently able to produce high quality design documentation including process flows, business cases, specifications and project updates

• Strong root-cause analysis and creative problem-solving skills

• Able to interpret technical capability against operational requirements/efficiencies

• Technical aptitude and ability to partner with and provide a sounding board to IT on technical solutions

• Organised, able to work independently, and manage conflicting priorities

• Self-motivated, with a strong work ethic to complete projects

• Able to build relationships and network at all levels

• Capable to deliver while working under pressure to tight deadlines; flexible and able to respond positively to changes / moving target

Desirable Qualifications and Experience:

• Demonstrable Experience in a customer facing role

• Accomplished in using either Lucid Chard or Visio

• Practiced at Project Management

• Experience in a BA role is advantageous but not essential

Job Offer

• Great working environment
• Excellent benefits package
• 10% profit dependent bonus