Customer Journey Transformation Analyst (14 Month FTC)

About The Role
Let\’s grow together!
A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you want to become a Customer Journey Transformation Analyst and grow in a friendly environment, we\’re looking for you!
We\’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let\’s grow together …
What you\’ll be doing

• Research and clearly outline the current servicing processes within Customer and Portfolio Operations, identifying frustrations and service blockers. Understand how proposed changes may affect other transactions, policies, or procedures.
• Use available data, performance metrics, colleague feedback, customer research, and complaints to identify issues and help develop solutions.
• Anticipate internal or external challenges and regulatory issues before recommending process or service improvements.
• Work together to solve unique and complex problems that enhance customer outcomes and align with business objectives.
• Re-design and document new customer centric solution including Visio process maps, user stories and revised customer communications
• Develop comprehensive test scripts and run test scenarios to ensure technical enhancements are effective, promptly identifying and reporting any issues.
• Assist HR in creating training materials that support the effective rollout of deliverables.
• Support the Procedure Analyst to draft user-friendly policy and procedure documentation that accurately reflects the revised process and obtain the necessary approvals.

About You
What you\’ll bring to the team

• Understanding of the Buy to Let mortgage (BTL) industry (preferred)
• Knowledge of regulatory expectations within the BTL financial environment (preferred)
• Ability to identify and assess a variety of risks and shape mitigating activities
• Analytical skills
• Self-motivated, team player
• Good interpersonal, organisational, written and oral communications skills
• Willingness and ability to raise concern or challenges in a constructive manner, so that we deliver the optimum customer experience
• Flexible and able to multi-task, working on several concepts simultaneously
• Good presentation skills
• Knowledge or qualification in Agile change methodology (preferred)
• Change Practitioner Apprenticeship or similar (preferred)
• Computer literate & proficient in MS Word, Excel, Visio and PowerPoint (essential)
• Previous experience in using Aries desktop (preferred but not essential)

Even if you don\’t meet all the criteria, we encourage you to apply . At Paragon, we value diversity , and we\’re excited to hear from passionate individuals like you! If you\’re ready to contribute to the team, please apply.
Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.
About Us
Working hours
Monday to Friday 37.5 hours. Hybrid working is in place with a minimum expectation of 2 days a week in the office.
Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.
What can we offer you?
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you alsoget to enjoy a day off for your birthday, Christmas Eve, and New Year\’s Eve. You can also buy or sell up to a week\’s leave

• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible
We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.
Be yourself
As an equal opportunities\’ employer, we welcome diversity and care about inclusion. That\’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.
Be heard
We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.
Be well
We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.
Be better
We want you to reach your potential and, as a Platinum Investors in People employer, we\’ll encourage you to learn and develop by building a personalised development plan together with your manager.