Role Specification Form:

Business Improvement Analyst

Role Objective:

  • To continually review Customer Feedback, performance data and processes to deliver customer service and process improvements.
  • To support the deployment phase of new procedures and business processes by identifying, scoping & producing training material, training plans & communication material.
  • To work with the customer services team and support the identification & creation of opportunities for continuous improvement of the service provision offered; through data/process reviews, and focus on excellent customer service.

Key Accountabilities

  • Support and maintain customer service processes in the area.
  • Evaluate processes (through review, audit and analysis of measures) to confirm their continued applicability and identify opportunities for improvement.
  • Support in the documentation and maintenance of process training packages.
  • Facilitate the continual improvement (CI) of business processes both pro-actively and in response to management or process owner requests.
  • Maintaining constructive links with all process owners across Customer Services.
  • Support in assessing and implementing measures required to improve customer service.
  • Outputs will include; improved processes and measures, reduced end to end service times, improved customer satisfaction, measurable performance, clearly defined roles & responsibilities
  • Suite of reports; identifying performance achievement against SLAs & targets, produced to agree time frames.
  • Process improvements designed & delivered to time, quality & budget
  • Stakeholders are informed, engaged & supportive of process improvements
  • Reduction of rework, escalated issues & duplication of effort across the teams.

Experience

  • Passionate about service excellence, continuous improvement & capable of inspiring others
  • Resilient & determined, receptive to ideas & willing to challenge the norm
  • Good practical experience of the E2E process in Customer Services
  • Working effectively across teams, internally & externally to influence thinking & achieve desired outcomes
  • An understanding of the regulated frameworks within which modern public service utility businesses are required to operate.
  • Good communication, presentation and influencing skills are required at all levels within the organisation from senior managers to process users.
  • Ability to provide functional guidance to the organisation at all levels.
  • Ability to identify and advice on issues with recommendations for improvement.
  • Self-motivation and able to work on own initiative.
  • The role requires good teamwork skills.
  • Good written and oral skills.
  • Good planning skills.
  • Commercial Awareness – ability to affect both customer impact and improvement that supports a lean organisation.

Capabilities

  • Putting customer service at the heart of what we do; improving customer satisfaction by understanding & simplify processes to identify potential opportunities for improvement.
  • To support change against a backdrop of historical policies & processes; whilst inspiring & sometimes simply convincing individuals of the need for change.

Qualifications