Customer Excellence Business Analyst

Pontoon; United Kingdom; Remote; GBP 80,000 - 105,000; Full time

Job summary

Pontoon is supporting a leading Utilities sector organisation in recruiting a Customer Excellence Business Analyst to join the Electricity Distribution team. This remote role is an initial 12-month contract with visits/workshops as needed and a rate of £500 per day (umbrella).

You will map processes, capture requirements, support design and delivery, and engage with stakeholders to enable data-driven improvements across digital services. A degree and familiarity with Agile tools are required.

Qualifications

• Experience in Digital Delivery within a digital change environment.
• Analytical & Problem-Solving skills to assess complex processes and provide recommendations.
• Customer-Centric focus with a results-driven approach.
• Educated to degree level, with knowledge of electricity industry and policies.

Responsibilities

• Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria to guide digital improvements.
• Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions.
• Support backlog development, testing, and implementation planning to ensure impactful delivery.
• Engage with internal and external stakeholders to understand customer needs and emerging digital requirements.
• Facilitate workshops and sessions that drive alignment and resolve issues effectively.
• Utilise data and customer insights to identify opportunities for improvement, contributing to a roadmap that delivers measurable value.
• Track outcomes and drive continuous improvement across digital services.

Skills

Digital delivery

Agile

JIRA

Confluence

Microsoft 365

Stakeholder management

Analytical thinking

Problem solving

Education

Bachelor's degree

Tools

JIRA

Confluence

Microsoft 365

Job description

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Our client, a leading organisation in the Utilities sector, is seeking a dynamic and analytical Customer Excellence Business Analyst to join their Electricity Distribution team. This is an exciting opportunity to play a pivotal role in delivering innovative digital solutions that enhance customer experiences and streamline operations.

Role: Customer Excellence Business Analyst

Duration: 12 Months

Location: Remote (travel for workshops, exp paid)

Rate: £500 pd (umbrella)

Key Responsibilities:

As a Customer Excellence Business Analyst, your contributions will be vital in driving the digital strategy forward. Key responsibilities include:

Business Process & Requirements Analysis:

• Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria to guide digital improvements.

Digital Solution Design & Delivery Support:

• Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions.
• Support backlog development, testing, and implementation planning to ensure impactful delivery.

Stakeholder Engagement & Collaboration:

• Engage with internal and external stakeholders to understand customer needs and emerging digital requirements.
• Facilitate workshops and sessions that drive alignment and resolve issues effectively.

Insight, Improvement & Strategy Enablement:

• Utilise data and customer insights to identify opportunities for improvement, contributing to a roadmap that delivers measurable value.
• Track outcomes and drive continuous improvement across digital services.

Ideal Candidate Profile:

The successful candidate will possess a strong digital mindset, exceptional communication skills, and the ability to build effective relationships across diverse stakeholders. Key qualifications and experience include:

Experience in Digital Delivery:

• Proven track record in business analysis within a digital change environment, with a working knowledge of Agile delivery methods.
• Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365 applications.

Analytical & Problem-Solving Skills:

• Strong capability to assess and evaluate complex business processes, leveraging data and insights to support recommendations.
• Ability to break down complex problems and propose practical solutions that enhance operational effectiveness.

Customer-Centric Focus:

• A genuine passion for improving customer services and removing process friction, with a resilient, results-driven approach.

Educational Background:

• Educated to degree level, with desirable knowledge of the Electricity industry and relevant policies.

This is an excellent opportunity to contribute to a transformative digital strategy while enhancing customer experiences in a thriving environment. If you are eager to drive positive change and make a significant impact, this role may be your next great career move!

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.