Process & Policy Analyst

Allwyn UK; Watford; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading lottery operator is seeking a Process & Policy Analyst based in Watford, UK. This role focuses on enhancing customer and retail care processes, optimizing operations, and ensuring compliance with standards. The ideal candidate will have strong business process management skills, excellent communication abilities, and experience in process improvement methodologies such as Lean Six Sigma. Join us in transforming the National Lottery for greater societal impact, with comprehensive benefits including 26 days leave, an annual bonus scheme, and enhanced parental leave.

Benefits

26 days paid leave (plus bank holidays)

Annual bonus scheme

2 x Life Days

4 x Salary of Life Insurance

Pension matching up to 8.5%

Single Private Health Cover

£500 Wellness Allowance

Income Protection

Enhanced parental leave

Eye Care, Dental and Cycle To Work schemes

Qualifications

• Proven skills in architecture design and mapping processes.
• Experience in leading process improvement projects.
• Ability to gather and validate business requirements.

Responsibilities

• Own the Customer and Retail Care process architecture.
• Manage process review cycles and report to stakeholders.
• Translate process language into user-friendly content.
• Facilitate process workshops and improve department processes.

Skills

Business Process Management skills

Championing process improvements

Lean Six Sigma exposure

Business and Change Readiness skills

Strong presentation skills

Knowledge management writing

Risk and compliance management

Job description

The Process & Policy Analyst role is integral to the success of the Customer & Retail Care department by making the integrity and accuracy of our player, retailer and colleague processes as robust as possible, and ensuring the link between process, to procedure to knowledge base is aligned. This helps ensure the department's processes are working as designed and can be demonstrated to the leadership and The Gambling Commission.

What you'll be doing

• Ownership of the Customer and Retail Care process architecture and library, working alongside the department to maintain accuracy
• Management of the process review cycles and reporting to senior stakeholders on status
• Translation of process language into easy-to-understand content for the end user through various means (including the knowledge centre)
• Driving first contact resolution on all channels ensuring right information first time, every time through owning a selection of projects (initiated both within Customer & Retail Care and from the wider Allywn organisation)
• Provide input to the Service Delivery Manager to support planning and co-ordinate project deliverables and business improvement initiatives (new games for example)
• Be a subject matter expert on all department processes to help inform future changes
• Risk and compliance oversight for the department, through inclusion in processes
• Process workshop facilitation both within the department and externally (to support the deliverables above)
• Business Process Management skills (architecture design, mapping to agreed Allwyn standards)
• Championing the use of process to drive improvements and enhancements
• Exposure to process improvement methodologies and techniques (for example Lean Six Sigma)
• Business and Change Readiness skills (including requirement gathering and validation)
• Strong presentation skills (both creating and delivery)
• Writing content for Knowledge management systems and chatbot (and assurance of the content)
• Leveraging process to facilitate risk and compliance management

Qualifications and Skills

• Business Process Management skills (architecture design, mapping to agreed Allwyn standards)
• Championing the use of process to drive improvements and enhancements
• Exposure to process improvement methodologies and techniques (for example Lean Six Sigma)
• Business and Change Readiness skills (including requirement gathering and validation)
• Strong presentation skills (both creating and delivery)
• Writing content for Knowledge management systems and chatbot (and assurance of the content)
• Leveraging process to facilitate risk and compliance management

About Us

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes. We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

Values

• Innovation - We pride ourselves on it! We're constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
• Giving back - Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10-year licence.
• Sustainability - Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this.
• Inclusion and accessibility - We are making all parts of The National Lottery inclusive - whether you play a game in a store or online.

Benefits

• 26 days paid leave (plus bank holidays)
• Annual bonus scheme
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: we'll match your contribution up to 8.5%
• Single Private Health Cover
• £500 Wellness Allowance
• Income Protection
• Enhanced parental leave (maternity and paternity)
• Eye Care, Dental and Cycle To Work schemes