At a Glance
- Tasks: Analyse customer journeys and support impactful change initiatives.
- Company: Join a forward-thinking financial services company focused on customer outcomes.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity to grow in a dynamic, regulated environment with a focus on compliance.
- Why this job: Make a real difference in customer experiences while developing your analytical skills.
- Qualifications: Experience in analysis roles and strong problem-solving abilities required.
The predicted salary is between 35000 - 45000 £ per year.
Supports the analysis and delivery of customer change initiatives across PRA, working within the CoE framework to turn customer insight and business priorities into well-defined, deliverable change. The role focuses on understanding customer journeys, analysing data and processes, and supporting the design, implementation and tracking of changes that improve customer outcomes while meeting regulatory expectations.
Responsibilities
- Analyse customer journeys to identify issues, risks and improvement opportunities
- Gather and document business and customer requirements, ensuring clarity of scope and outcomes
- Produce structured analysis artefacts including process maps, impact assessments and requirements documentation
- Support end-to-end delivery of customer change initiatives, from design through to implementation
- Work closely with Operations, Technology and Compliance partners to enable effective delivery
- Support Consumer Duty assessments linked to change activity
- Track outcomes and benefits post-implementation, ensuring changes deliver intended results
- Contribute to consistent use of CoE frameworks, standards and tools across initiatives
- Support identification of dependencies, risks and process gaps within change activity
Experience/Qualifications
- Experience in a Business Analyst or Change Analyst role
- Strong analytical and problem-solving skills
- Experience mapping customer journeys and processes
- Comfortable working with data and insight
- Experience embedding automation into journeys
- Experience within regulated financial services desirable
- Clear and structured communicator
Compliance Responsibilities
- All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management
- Taking accountability for actions, decisions, and professional conduct
- Adhering to regulatory requirements as set out by the appropriate regulator
- Following policies, procedures and conduct standards and participating in risk management
- Monitor for and promptly escalate any non-compliance with policy, regulation, or breach of local legislation
- Complete mandatory compliance and risk training in a timely manner and apply learning day-to-day
- Contribute to governance, risk awareness, and customer-focused conduct by upholding PRA’s values and Group Code of Conduct
- Co-operate with internal reviews, audits, or regulatory investigations when required
- Understand the compliance risks relevant to the role and seek guidance as appropriate
Customer Change Analyst in Kilmarnock employer: PRA GROUP, INC.
PRA Group (UK) Ltd is an exceptional employer that prioritises employee growth and development within a collaborative work culture. As a Customer Change Analyst, you will have the opportunity to engage in meaningful projects that enhance customer experiences while working alongside dedicated professionals in a supportive environment. With a strong commitment to compliance and diversity, PRA fosters an inclusive atmosphere where every team member can thrive and contribute to impactful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Change Analyst in Kilmarnock
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and customer initiatives. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute as a Customer Change Analyst.
✨Tip Number 2
Practice your analytical skills before the interview. Think of examples where you've mapped customer journeys or improved processes. Being able to discuss these experiences confidently will set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and potentially lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and highlighting a key point from your conversation can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Change Analyst in Kilmarnock
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing your application, make sure you really understand what the Customer Change Analyst role is all about. Dive into the job description and highlight key responsibilities and skills. This will help you tailor your application to show how you fit the bill!
Show Off Your Analytical Skills:Since this role is all about analysing customer journeys and data, don’t shy away from showcasing your analytical prowess. Use specific examples from your past experiences where you've successfully identified issues or improved processes. We love a good story that demonstrates your problem-solving skills!
Be Clear and Structured:When it comes to your written application, clarity is key! Make sure your thoughts are well-organised and easy to follow. Use headings, bullet points, and concise language to get your points across. Remember, we want to see your communication skills shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for!
How to prepare for a job interview at PRA GROUP, INC.
✨Know the Customer Journey
Before your interview, dive deep into understanding customer journeys. Familiarise yourself with common issues and improvement opportunities that arise in these processes. This will not only show your analytical skills but also demonstrate your commitment to enhancing customer outcomes.
✨Prepare Your Analysis Artefacts
Be ready to discuss structured analysis artefacts like process maps and impact assessments. Bring examples of your previous work or be prepared to explain how you would create these documents for the role. This shows you can translate insights into actionable plans.
✨Collaborate Like a Pro
Highlight your experience working with cross-functional teams, especially in Operations, Technology, and Compliance. Share specific examples of how you've successfully collaborated to deliver change initiatives. This will illustrate your ability to work within the CoE framework effectively.
✨Showcase Your Compliance Knowledge
Since compliance is key in this role, brush up on relevant regulations and how they impact customer change initiatives. Be prepared to discuss how you've ensured compliance in past projects and how you plan to uphold these standards in your new role.
