CX Transformation & Implementation Analyst

Innovative Signal Analysis, Inc.; Manchester; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Free SimpliSafe system

Professional monitoring for home

Total rewards package

Employee Resource Groups (ERGs)

Job summary

SimpliSafe UK is seeking an CX Improvement & Implementation Analyst to deliver customer experience and business change projects. You will map journeys, support pricing changes and product launches, and drive major transformation with Operations, Commercial and Technical teams.

You’ll coordinate changes across teams, measure impact with data and customer insight, and ensure knowledge stays accurate and up to date. Strong communication and structured delivery are essential.

Qualifications

• Experience planning, tracking and delivering projects or workstreams, including risks, dependencies and reporting.
• Clear, engaging written communication for customers, colleagues and senior stakeholders.
• Experience in process improvement or business analysis, including mapping journeys or processes and identifying opportunities.
• Structured approach to prioritising competing demands and managing a backlog.
• Strong analytical skills to diagnose issues, build the case for change and measure outcomes.
• Commercial awareness of how pricing, products and propositions affect customers and the business.
• Confidence in collaborating with Operations, Commercial and Technical stakeholders to agree changes and secure sign-off.
• Excellent attention to detail, particularly around product, pricing and regulatory information.
• Comfort using project or work-tracking tools and familiarity with CRM or operational platforms.

Responsibilities

• Improve customer journeys and processes: Partner with the Head of CX to map customer journeys and current processes, spot friction points, identify opportunities across activation, onboarding, retention and advocacy, develop evidence-based business cases and share progress with senior stakeholders.
• Bring commercial initiatives to life: Support pricing changes, product and proposition launches and retention activity, from requirements and impact assessments through to launch and review, alongside Operations, Commercial and Technical teams.
• Help deliver major transformation: Support customer technology and transformation programmes through planning, requirements, gap analysis, testing, sign-off and go-live, tracking dependencies, risks and milestones along the way.
• Make change stick: Coordinate changes to pricing, products, processes, app features and regulations across teams, systems, content and communications, ensuring everything is ready and checked before launch.
• Show the difference: Use data, customer insight and colleague feedback to prioritise opportunities, measure improvements in efficiency, cost and customer experience, and keep essential knowledge accurate and current.

Job description

SimpliSafe UK is seeking an CX Improvement & Implementation Analyst to deliver customer experience and business change projects. You will map journeys, support pricing changes and product launches, and drive major transformation with Operations, Commercial and Technical teams.

You’ll coordinate changes across teams, measure impact with data and customer insight, and ensure knowledge stays accurate and up to date. Strong communication and structured delivery are essential.