At a Glance
- Tasks: Lead strategic reviews and analyse goodwill payments to improve customer care operations.
- Company: Join Tesco Mobile, a leading brand in the telecom industry.
- Benefits: Competitive salary, potential for contract extension, and visibility to senior stakeholders.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact by optimising processes and enhancing customer outcomes.
- Qualifications: Experience as a Business Analyst with strong analytical and stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
Location & Working Pattern
- Base location: Slough or Welwyn Garden City.
- On-site requirement: 2 days per week on site, in line with company policy. This requirement is not flexible.
- Travel: Occasional travel to Manchester may be required as part of the role.
About the Role
We're looking for an experienced Business Analyst to lead a strategic review of goodwill payments across our Customer Care operation. Tesco Mobile currently spends approximately £6 million each year on goodwill payments. While these payments play an important role in supporting our customers, there is an opportunity to reduce unnecessary spend, strengthen process control and improve consistency in how payments are managed. As our Goodwill Payments Business Analyst, you'll play a key role in understanding what is driving goodwill payments today, identifying opportunities to reduce value leakage and shaping improvements across governance, compliance, reporting and operational decision-making. This is a high-profile 6-month opportunity, with scope for extension, offering visibility to senior stakeholders and a clear opportunity to deliver measurable financial and customer outcomes.
What You'll Be Doing
You'll work across data, processes and operational teams to build a clear understanding of where opportunities exist and how we can improve. Key responsibilities will include:
- Interrogating and analysing multiple data sources to identify trends, patterns and root causes behind goodwill payments.
- Identifying immediate opportunities to reduce unnecessary payment activity and improve adherence to agreed processes.
- Mapping end-to-end Customer Care processes to identify control weaknesses, inconsistencies and opportunities for improvement.
- Analysing repeat claims, duplicate payments and other potential sources of financial leakage.
- Developing recommendations to improve governance, monitoring, reporting and compliance.
- Working with operational and leadership teams to translate analytical findings into practical improvements.
- Defining future requirements for enhanced payment coding and categorisation.
- Developing improved management information and reporting requirements.
- Exploring closed-loop feedback mechanisms to help teams learn from payment activity and improve customer outcomes.
- Identifying opportunities for training, coaching and improved decision-making.
- Defining opportunities for automated controls and payment calculations.
- Supporting the development of a sustainable approach to managing goodwill payments beyond the initial project period.
What We're Looking For
We're looking for someone who combines strong Business Analysis and analytical capability with a practical understanding of operational environments and the ability to turn insight into action. Ideally, you'll bring direct experience within Customer Care operations or a Contact Centre environment. This experience will be particularly valuable in understanding how customer interactions, operational processes, colleague decision-making and payment policies come together to influence goodwill payments.
Essential Experience
- Proven experience working as a Business Analyst, ideally within a complex operational environment.
- Strong analytical skills, with the ability to interrogate complex datasets and turn findings into clear, actionable recommendations.
- Experience analysing operational performance data and identifying trends, root causes and opportunities for improvement.
- Strong process mapping and root cause analysis capability.
- Experience identifying process weaknesses, control gaps and improvement opportunities.
- Excellent stakeholder management skills, with the confidence to work across operational teams, subject matter experts and senior leaders.
- A track record of delivering recommendations that create measurable financial, operational or customer benefits.
- The ability to work independently, structure ambiguous problems and take ownership of a strategic piece of work from analysis through to recommendation.
Desirable Experience
It would also be advantageous if you have experience in:
- Financial leakage, fraud, risk or control environments.
- Goodwill payments, compensation, refunds or discretionary payment processes.
- Continuous improvement or operational excellence methodologies.
- Designing management information, reporting or monitoring frameworks.
- Implementing automated controls or data-led decision-making solutions.
Business Analyst in Welwyn Garden City employer: Pontoon
Pontoon is an excellent employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of London. With flexible working arrangements and a strong emphasis on professional development, employees are empowered to grow their skills while contributing to innovative AI-driven solutions in the banking sector. Join us to be part of a team that values your input and encourages meaningful contributions to customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Business Analyst in Welwyn Garden City
✨Join Business Intelligence Meetups
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✨Show Off Your BI Projects
Whether you’re working on a personal project or a past endeavour, put your work out there! Create a public portfolio that highlights your best Business Intelligence analyses or visualisations. It’ll give you a leg up when you’re approaching companies like Pontoon, showing exactly what you can bring to the table.
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If you're currently studying or recently graduated, make sure to use your university's career services. Many educational institutions have partnerships with companies looking for temporary talent in Business Intelligence, so keep an eye out for exclusive job postings or internship fairs that could lead to a quick placement.
We think you need these skills to ace Business Analyst in Welwyn Garden City
Some tips for your application 🫡
Show Off Your Data Skills:In business intelligence, it's crucial to highlight your analytical skills and experience with data tools. Make sure your CV showcases any relevant software you’ve used, like SQL, Tableau, or Power BI. Add specific examples of how you've used data to drive insights or improvements in previous roles, even if they were in academic projects or internships.
Keep it Concise and Impactful:For a temporary role like this, hiring managers often have limited time to sift through applications. Get straight to the point in your CV and cover letter. Use bullet points for your achievements, showcasing the impact you've made, like percentage increases in efficiency or specific results from your analyses.
Flexibility is Key:Since this is a temporary position, make sure to emphasise your adaptability. Mention your quick learning abilities and experiences where you adapted to new tools or processes rapidly. This will show that you can jump in and start contributing effectively from day one at Pontoon.
Craft a Tailored Motivation Statement:In your cover letter, focus on why you’re excited about this temporary role at Pontoon. Talk about your interest in business intelligence and how this position aligns with your career goals. Remember, it’s not just about what you can offer, but why you’re passionate about becoming part of their team, even for a short time!
How to prepare for a job interview at Pontoon
✨Brush Up on Your Data Skills
For a business intelligence role, you'll want to showcase your analytical skills and familiarity with data visualisation tools like Tableau or Power BI. Be ready to tackle technical questions or case studies demonstrating your ability to interpret data and make insightful recommendations.
✨Plan Your Portfolio of Projects
Since this is a temporary position, we should highlight any past projects you've worked on in business intelligence. Prepare a portfolio that includes a couple of key pieces where you've effectively utilised data to drive decisions—this will show that you're not just a quick fix but someone who can deliver immediate value.
✨Demonstrate Your Adaptability
Temporary roles often require us to hit the ground running, so be ready to discuss how you quickly adapt to new tools, teams, and environments. Share specific examples from previous experiences where you thrived under pressure or had to learn a new system or process in a short time frame.
✨Have Your Metrics Ready
In business intelligence, quantifying your impact is key. Come prepared to share metrics from your past work: think percentages, growth figures, or efficiency improvements. This will really help us paint a picture of how your contributions directly benefited those previous roles.
