Customer Experience & Process 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

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