Our client, a leading organisation in the Utilities sector, is seeking a dynamic and analytical Customer Excellence Business Analyst to join their Electricity Distribution team. This is an exciting opportunity to play a pivotal role in delivering innovative digital solutions that enhance customer experiences and streamline operations.
Role: Customer Excellence Business Analyst
Duration: 12 Months
Location: Remote (travel for workshops, exp paid)
Rate: £500 pd (umbrella)
Key Responsibilities
As a Customer Excellence Business Analyst, your contributions will be vital in driving the digital strategy forward. Key responsibilities include:
Business Process & Requirements Analysis
- 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.
Digital Solution Design & Delivery Support
- 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.
Stakeholder Engagement & Collaboration
- 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.
Insight, Improvement & Strategy Enablement
- 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.
Ideal Candidate Profile
The successful candidate will possess a strong digital mindset, exceptional communication skills, and the ability to build effective relationships across diverse stakeholders. Key qualifications and experience include:
Experience in Digital Delivery
- Proven track record in business analysis within a digital change environment, with a working knowledge of Agile delivery methods.
- Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365 applications.
Analytical & Problem-Solving Skills
- Strong capability to assess and evaluate complex business processes, leveraging data and insights to support recommendations.
- Ability to break down complex problems and propose practical solutions that enhance operational effectiveness.
Customer-Centric Focus
- A genuine passion for improving customer services and removing process friction, with a resilient, results-driven approach.
Educational Background
- Educated to degree level, with desirable knowledge of the Electricity industry and relevant policies.
This is an excellent opportunity to contribute to a transformative digital strategy while enhancing customer experiences in a thriving environment. If you are eager to drive positive change and make a significant impact, this role may be your next great career move!
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
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