Customer Experience and Improvement Analyst

The Customer Experience & Improvement Analyst will play a key role in achieving this ambition. The role will understand the customer outcome, uncover why the process works the way it does, challenge whether every step is necessary, and bring people together to design the simplest end-to-end way of getting it Right First Time.

Working across Customer Services, Operations, Finance, IT, Data and other areas of the business, the role will undertake detailed analysis of our end-to-end customer journeys and the processes that support them. The Customer Experience & Improvement Analyst will identify unnecessary complexity, duplication, hand-offs, manual intervention and opportunities to simplify, standardise, automate or remove activity altogether.

The role will look beyond individual departmental processes to understand how the whole customer journey fits together, identifying where processes, systems, data or departmental boundaries create unnecessary effort for our customers or our people.

Working closely with colleagues who undertake these processes every day, the Customer Experience & Improvement Analyst will challenge existing ways of working constructively and use evidence, customer insight, data and Lean techniques to design simpler and more effective ways of working.