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- Tasks: Enhance player and retailer experiences through innovative service improvements and project management.
- Company: Join Allwyn UK, a leading multi-national lottery operator focused on innovation and good causes.
- Benefits: Enjoy 26 days leave, annual bonuses, wellness allowances, and enhanced parental leave.
- Why this job: Be part of a transformative journey that maximises impact for good causes while innovating the lottery experience.
- Qualifications: Experience in process improvement, project management, and strong analytical skills required.
- Other info: Work in an inclusive environment with a commitment to sustainability and community support.
The predicted salary is between 36000 - 60000 £ per year.
The Service Improvement Analyst role is integral to the success of the Customer & Retail Care department by making the experience of our players, retailers and the colleagues in the department optimal (either by making things easier and better through improvements or by ensuring the changes impacting the department are well managed). This helps manage costs to budget and maximises the experience received.
Responsibilities
- Reducing and eliminating the need to contact through deflecting contact to self-service channels (website and chatbot)
- Driving first contact resolution on all channels ensuring right information first time, every time through owning a portfolio of projects (initiated both within Customer & Retail Care and from the wider Allwyn organisation)
- To support the Service Delivery Manager plan 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
- Function reviews to optimise the operation
- Process and knowledge management documentation to agreed business standards
- Risk and compliance oversight for the department
- Workshop facilitation both within the department and externally (to support the deliverables above)
Qualifications
- Experience in process improvement methodologies and techniques (for example Lean Six Sigma)
- Project Management skills
- Business and Change Readiness skills (including requirement gathering and validation)
- BPM (architecture, standards and mapping skills)
- Experience in AI deployment desirable
- Strong presentation skills (both creating and delivery)
- Experience in working with reasonably large data sets independently (and supported by data teams)
- Writing content for Knowledge management systems and chatbot
- Eye for detail (to support testing, risk management and compliance)
About The Company
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.
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. We want to create one of the UK’s most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
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
Service Improvement Analyst in Watford employer: Allwyn UK
Contact Detail:
Allwyn UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Improvement Analyst in Watford
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Make sure you can articulate how your skills in process improvement and project management align with their mission. Show them you’re not just another candidate!
✨Tip Number 3
Practice your presentation skills! As a Service Improvement Analyst, you'll need to communicate effectively. Run through your ideas with friends or family to get comfortable before the big day.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our innovative team at Allwyn.
We think you need these skills to ace Service Improvement Analyst in Watford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in process improvement and project management. We want to see how your skills align with the Service Improvement Analyst role, so don’t hold back on showcasing relevant projects you've worked on!
Show Off Your Skills: Don’t forget to mention your knowledge of methodologies like Lean Six Sigma and any experience with AI deployment. We love seeing candidates who can bring innovative ideas to the table, so let us know how you can contribute to our mission!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when it comes to your achievements and how they relate to the role. Use bullet points if it helps make your case stronger!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Allwyn UK
✨Know Your Processes
Familiarise yourself with the key processes within the Customer & Retail Care department. Be ready to discuss how you can optimise these processes and share examples of your experience with process improvement methodologies like Lean Six Sigma.
✨Showcase Your Project Management Skills
Prepare to talk about your project management experience, especially in relation to business improvement initiatives. Think of specific projects you've led or contributed to, and be ready to explain how you coordinated deliverables and ensured successful outcomes.
✨Be Data Savvy
Since the role involves working with large data sets, brush up on your data analysis skills. Be prepared to discuss how you've used data to drive decisions or improvements in previous roles, and consider bringing examples of reports or insights you've generated.
✨Engage in Workshop Facilitation
Highlight any experience you have in facilitating workshops, as this is a key part of the role. Think about how you can create an engaging environment for collaboration and problem-solving, and be ready to share techniques that have worked well for you in the past.
