Goodwill Payments & Process Improvement Analyst

Pontoon; Welwyn Garden City, Slough; Hybrid; GBP 96,000 - 126,000; Full time

Job summary

Pontoon is seeking an experienced Business Analyst to spearhead a strategic review of goodwill payments within their Customer Care operation. With an annual expenditure of around 6 million on goodwill payments, this role offers a pivotal opportunity to strengthen process control, reduce unnecessary spending, and improve consistency in payment management.

As the Goodwill Payments Business Analyst, you will drive governance, data-driven insights, and end-to-end process improvements, while

Qualifications

• Proven BA experience in complex operational settings.
• Strong ability to interrogate large datasets and draw actionable insights.
• Experience in Customer Care or contact centre environments is beneficial.

Responsibilities

• Analyse data sources to identify trends and root causes of goodwill payments.
• Identify opportunities to minimise unnecessary payment activity while ensuring process adherence.
• Map end-to-end Customer Care processes to locate control weaknesses and inconsistencies.
• Assess repeat claims and duplicate payments to uncover leakage.
• Develop recommendations to enhance governance, monitoring, and reporting.
• Collaborate with teams to translate insights into practical improvements.
• Define future requirements for improved payment coding and categorisation.
• Create improved management information and reporting frameworks.
• Support training and coaching to improve decision-making.

Skills

Analytical thinking

Stakeholder management

Data interpretation

Problem solving

Job description

Pontoon is seeking an experienced Business Analyst to spearhead a strategic review of goodwill payments within their Customer Care operation. With an annual expenditure of around 6 million on goodwill payments, this role offers a pivotal opportunity to strengthen process control, reduce unnecessary spending, and improve consistency in payment management.

As the Goodwill Payments Business Analyst, you will drive governance, data-driven insights, and end-to-end process improvements, while