Customer Experience Process Analyst

Goldman Sachs Group, Inc.; Birmingham; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading global investment firm in Birmingham seeks a Policies and Procedures Delivery Analyst to enhance operational processes and improve customer support. This role involves evaluating workflows, collaborating with cross-functional teams, and documenting procedures. Candidates should have a passion for customer service and possess strong analytical skills, with a minimum of 2 years’ experience in a similar role and a Bachelor’s degree in business or a related field.

Benefits

Generous vacation entitlements

Comprehensive benefits package

On-site fitness centers

Qualifications

• Minimum of 2 years’ experience working in a business analyst or process analyst role.
• Understanding of Process Re-Engineering is required.
• Experience in a retail banking environment is preferred.

Responsibilities

• Identify process inefficiencies and areas for improvement within customer support operations.
• Develop and implement process improvements to enhance efficiency and quality.
• Write clear and comprehensive documentation and maintain version control.

Skills

Analytical skills

Problem-solving skills

Communication skills

Process mapping

Team leadership

Stakeholder management

Confidentiality

Education

Bachelor’s degree in business or related field

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Process mapping software

Job description

A leading global investment firm in Birmingham seeks a Policies and Procedures Delivery Analyst to enhance operational processes and improve customer support. This role involves evaluating workflows, collaborating with cross-functional teams, and documenting procedures. Candidates should have a passion for customer service and possess strong analytical skills, with a minimum of 2 years’ experience in a similar role and a Bachelor’s degree in business or a related field.