Remote Customer Excellence Analyst (Digital Delivery)

Pontoon; United Kingdom; A distancia; GBP 80.000 - 105.000; Jornada completa

Descripción de la vacante

Pontoon is supporting a leading Utilities sector organisation in recruiting a Customer Excellence Business Analyst to join the Electricity Distribution team. This remote role is an initial 12-month contract with visits/workshops as needed and a rate of £500 per day (umbrella).

You will map processes, capture requirements, support design and delivery, and engage with stakeholders to enable data-driven improvements across digital services. A degree and familiarity with Agile tools are required.

Formación

• Experience in Digital Delivery within a digital change environment.
• Analytical & Problem-Solving skills to assess complex processes and provide recommendations.
• Customer-Centric focus with a results-driven approach.
• Educated to degree level, with knowledge of electricity industry and policies.

Responsabilidades

• Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria to guide digital improvements.
• Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions.
• Support backlog development, testing, and implementation planning to ensure impactful delivery.
• Engage with internal and external stakeholders to understand customer needs and emerging digital requirements.
• Facilitate workshops and sessions that drive alignment and resolve issues effectively.
• Utilise data and customer insights to identify opportunities for improvement, contributing to a roadmap that delivers measurable value.
• Track outcomes and drive continuous improvement across digital services.

Conocimientos

Digital delivery

Agile

JIRA

Confluence

Microsoft 365

Stakeholder management

Analytical thinking

Problem solving

Educación

Bachelor's degree

Herramientas

JIRA

Confluence

Microsoft 365

Descripción del empleo

Pontoon is supporting a leading Utilities sector organisation in recruiting a Customer Excellence Business Analyst to join the Electricity Distribution team. This remote role is an initial 12-month contract with visits/workshops as needed and a rate of £500 per day (umbrella).

You will map processes, capture requirements, support design and delivery, and engage with stakeholders to enable data-driven improvements across digital services. A degree and familiarity with Agile tools are required.