We are looking for a Customer Process Analyst to join our client over on their Customer Experience & Business Excellence team.

Reporting to the Lead Customer Analyst, the successful candidate will have responsibility for defining, managing and developing department wide strategies and priorities. The role will work cross functionally across all areas of the Customer department and the business including IT, Operations, Strategy and Finance, to coordinate and deliver all aspects of prioritised projects.

The role will also involve analysis of performance data, understanding and presenting on the key trends and recommendations in order to optimise delivery priorities.

This role is being created at the start of our journey towards customer-centric service, as we aim to improve our existing customer service experience and expand the number of service channels available to better meet the needs and expectations of our passengers.

The successful candidate will need to have experience in detailed process mapping and combine this ability with extensive commercial acumen in making recommendations to stakeholders. The candidate will also require a broad technical and commercial focus with specific skills relating to performing as an analyst on delivery projects and contributing to the wider customer team development.

The role will have close interaction with internal and external stakeholders (up to Executive level) and the candidate must have excellent stakeholder relationship management skills to successfully lead and manage project deliveries and project stakeholders.

Principal Responsibilities

• Leading and managing individually assigned projects, goals and business requirements
• Identify the key internal stakeholder groups and build successful working relationships to ensure a unified interface to the wider Customer team
• Manage internal communications, ensuring all internal stakeholders are informed and consulted as appropriate on items of relevance through the lifecycle of the project
• Working with key stakeholders in the detailed definition of As-is and To-be processes across our Customer teams
• Prioritises work based on KPI’s and value-based targets
• Possess extensive business acumen to be able to break down processes, understand inefficiencies, and suggest recommendations and alternatives including automation
• Possess great organisational skills, excellent attention to detail and apply detailed monitoring & measuring of process performance
• Experience in defining and creation of new processes as well as facilitating process workshops that involve eliciting process requirements
• Understanding impacts and blockers on the project and defining solutions to support the project management team and other functional leads on the project
• Understanding the impact of concurrent and future projects running in your programme of work
• Ensuring agreed software development lifecycle (SDLC) processes are being adhered to on your programme and project
• Implement detailed documentation of artefacts and best processes across your projects
• Flagging any issues and blockers preventing you or team members from progressing or completion of work in a timely or satisfactory manne
• Leading, contributing and collaborating on ways to improve ways of working
• Identifying gaps across processes or artefacts and escalate for progression and discussion and development
• Develop strong and collaborative working relationships with other departments including Technology, Finance, Operations and Strategy
• Serve as an escalation point on all active projects and seeks to resolve, or appropriately escalate, matters impacting overall delivery

• Relevant process analyst experience (3+ years)
• Preference for experience of lean methodologies
• Detailed process mapping experience
• Strong commercial strategy awareness and acumen
• Experience in successful delivery of IT/ Technology dependant projects

Essential competencies/skills

• Be able to break down processes, understand inefficiencies, and suggest alternatives
• Business acumen required to understand how processes influence individual internal customers
• Problem solving approach, great organisational skills and excellent attention to detail
• Excellent communication and documentation skills with the ability to present facts clearly and objectively
• Experience facilitating workshops with multiple stakeholders
• Proven experience in implementing strong process driven approaches
• Excellent organisational and analytical skills with a high level of accuracy and attention to detail
• Strong interpersonal skills with the ability to manage effective working relationships at all levels both internally and externally
• Proven ability to work effectively under pressure and commitment to producing high quality output to tight deadlines
• Self-motivated with a high level of initiative, commitment and flexibility
• Advanced level of proficiency in use of Microsoft Office suite – Including Project, Visio, Word, Excel & PowerPoint

Desirable Criteria

• Business Process Management or Business Analysis certification is an advantage
• Work experience in a customer service of contact centre environment is an advantage
• Professional qualification in Lean Six Sigma