Process Mapping Analyst

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

The role will centre around mapping and improving existing (and creating new) processes, procedures to help identify improvement areas and ways to enhance our overall customer experience journey. You’ll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly.

About the Team: We are a multi-disciplined team of experienced technology, banking, customer experience, marketing, and legal professionals who share a passion for the company’s mission and believe in a collaborative approach to creating the greatest social bank. We are building a diverse team of inquisitive people who want to understand customer needs and behaviour so we can develop innovative products that change people’s lives for good.

What you’ll do:

• Creating end-to-end process maps for the operational team, identifying areas where automation can streamline workflows.
• Helping to identify potential risks and issues in business processes, including inefficiencies that could be improved through automation.
• Identifying and analysing the business processes that need to be improved.
• Designing and recommending automation solutions to reduce manual effort and improve operational efficiency.
• Developing and delivering any training required on new processes.
• Monitoring and evaluating the efficiency of processes, using automation where possible to track and optimise performance.
• Showing proactiveness and ownership skills to solve customer problems, leveraging automation where appropriate to improve customer experience.
• Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools, or products to serve them better.

We’re looking for someone who has:

• At least 12 months experience in financial services helping define operational processes.
• A brilliant understanding of process mapping, modelling and automation.
• Experience liaising with key stakeholders to help evaluate and improve existing processes.
• Excellent written and verbal communication skills and a genuine commitment to exceptional customer service.

What we offer you:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you’re in the office, you’ll enjoy access to our modern, bustling workspace in Farringdon, Central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We’re committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we’re dedicated to providing our employees with room to grow and excel. You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

• People screen interview - 30 mins
• Technical interview - 45 mins
• COO interview - 30 mins

Hybrid Working: At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Holborn is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 7am to 8:30pm.

Diversity and Inclusion: We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.