Customer Experience and Improvement Analyst

Jersey Water; St. Saviour; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Pension plan

Death in service

Private health scheme

Job summary

Jersey Water is seeking a Customer Experience and Improvement Analyst to drive end-to-end process simplification and customer-first improvements across Customer Services, Operations and IT. You will map journeys, identify bottlenecks and unnecessary hand-offs, and apply Lean techniques to design simpler, more effective ways of working.

You will work with colleagues from Finance, Data and Operations to translate insights into practical requirements for change and measure progress against Right

Qualifications

• Strong knowledge of business analysis and process-modelling.
• Demonstrable knowledge and practical experience of Lean tools and techniques.
• Be able to analyse complex end-to-end processes and translate them into clear, practical opportunities for improvement.
• Be customer-focused, with the ability to understand the outcome the customer is trying to achieve and design processes around that need.
• Be naturally inquisitive and prepared to challenge processes constructively.
• Be a strong facilitator, able to lead workshops and bring together colleagues to solve problems.
• Have excellent stakeholder management and communication skills.

Responsibilities

• Deep-dive end-to-end customer journeys and business processes, understanding not just what happens, but why.
• Map processes across departmental boundaries to identify complexity, duplication, and bottlenecks.
• Work closely with front-line teams to understand reality of processes and impact on service.
• Use feedback, complaints, data and insights to identify opportunities for improvement.
• Redesign processes around Right First Time, starting with customer outcomes.
• Identify opportunities to eliminate, simplify, standardise or automate processes.
• Apply Lean techniques and root-cause analysis to remove waste.
• Move organisation towards proactive customer management and anticipation of needs.
• Translate problems into clear business and functional requirements for technology changes.
• Work with IT and Data teams to ensure holistic solutions.
• Develop measures to demonstrate progress towards Right First Time.

Job description

Customer Experience and Improvement Analyst

Application Deadline: 30 November 2026

Department: Customer Services

Employment Type: Permanent - Full Time

Location: Douet House

Reporting To: Head of Customer

Description

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.

Key Responsibilities

• Deep-dive end-to-end customer journeys and business processes, understanding not just what happens, but why it happens and what outcome the customer and business are trying to achieve.
• Map processes across departmental boundaries to identify complexity, duplication, unnecessary hand-offs, bottlenecks and rework.
• Work closely with front-line teams to understand the reality of processes and identify where current ways of working make it harder to deliver excellent customer service.
• Use customer feedback, complaints, contact reasons, operational data and colleague insight to identify and prioritise opportunities for improvement.
• Redesign processes around Right First Time, making the customer outcome the starting point for improvement.
• Identify opportunities to eliminate, simplify, standardise or automate processes, in that order.
• Apply Lean techniques and root-cause analysis to remove waste and prevent recurring problems rather than treating symptoms.
• Identify opportunities to move the organisation from reactive service towards proactive customer management, anticipating customer needs wherever practical.
• Translate identified problems and customer needs into clear business and functional requirements where technology or system change is required.
• Work with the Senior Business Analyst, IT, Data and relevant business teams to ensure proposed solutions are considered holistically and do not solve a problem in one area by creating another elsewhere.
• Develop measures that demonstrate progress towards Right First Time, such as repeat contact, avoidable contact, process failure, hand-offs, resolution time, customer effort and levels of manual intervention.

Skills, Knowledge and Expertise

• Have strong knowledge of business analysis and process-modelling methodologies, selecting techniques appropriate to the problem rather than applying a one-size-fits-all approach.
• Have demonstrable knowledge and practical experience of Lean tools and techniques, including root-cause analysis, value-stream/process mapping and waste elimination.
• Be able to analyse complex end-to-end processes and translate them into clear, practical opportunities for improvement.
• Be customer-focused, with the ability to understand the outcome the customer is trying to achieve and design processes around that need.
• Be naturally inquisitive and prepared to challenge processes, assumptions and established ways of working constructively.
• Be a strong facilitator, able to lead workshops and bring together colleagues from different functions to solve problems collaboratively.
• Have excellent stakeholder management and communication skills and be able to build trusted relationships across the organisation.
• Be analytical and evidence-led, using data, customer insight and colleague experience to identify problems and validate solutions.
• Have commercial awareness and understand the balance between customer benefit, operational efficiency, risk and long-term business value.
• Understand how technology, data, digital services and automation can support process improvement, while recognising that simplification should come before automation.
• Be comfortable taking ownership, working independently and driving improvement from investigation through to implementation and benefits measurement.
• Understand appropriate governance and apply a proportionate, low-bureaucracy approach to improvement.
• Experience of Agile would be advantageous.

Benefits

After completion of the probation period:

• Pension - Membership of the defined contribution scheme. Jersey Water pays 5% up to 5 years’ service and then 10%, employees pay 5%. A matching scheme is available whereby Jersey Water matches additional voluntary contributions up to a maximum of 5%.
• Death in Service - 4 times salary
• Private health scheme - Non contributory

On the non-financial front, we provide a friendly, people focussed work environment with a stimulating and rewarding quality of work. We focus on continuous improvement and support those who wish to develop their skills and experience.