At a Glance
- Tasks: Analyse customer journeys and support impactful change initiatives.
- Company: Join a leading financial services firm focused on customer outcomes.
- Benefits: Gain valuable experience, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on compliance and ethical standards.
- Why this job: Make a real difference in customer experiences while working with data and insights.
- Qualifications: Experience in analysis roles and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ 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.
Main Duties and 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 their own actions, decisions, and professional conduct.
- Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
- Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
- Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
- Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
- Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
- Co-operating fully with internal reviews, audits, or regulatory investigations if required.
- All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
Customer Change Analyst in London employer: PRA Group (Nasdaq: PRAA)
At PRA, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Change Analyst, you will have the opportunity to engage in meaningful projects that directly enhance customer experiences while benefiting from comprehensive professional development programmes and a commitment to regulatory excellence. Our supportive environment encourages growth and offers unique advantages, including a focus on employee well-being and a strong emphasis on ethical practices.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Change Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer change initiatives. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you've mapped customer journeys or improved processes in previous roles. This will demonstrate your fit for the Customer Change Analyst position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Change Analyst in London
Some tips for your application 🫡
Know the Role:Before you start writing, make sure you really understand what a Customer Change Analyst does. 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 Your Analytical Skills:Since this role is all about analysing customer journeys and data, make sure to showcase your analytical prowess in your application. Use specific examples from your past experiences where you've successfully identified issues or improved processes.
Be Clear and Structured:When writing your application, clarity is key! Use a structured format that makes it easy for us to read. Break down your experiences and skills in a way that aligns with the job requirements, and don’t forget to proofread for any typos!
Apply Through Our Website:We love it when candidates apply directly through our website! It helps us keep track of applications better. So, once you’ve polished your application, head over to our site and submit it there. We can’t wait to see what you bring to the table!
How to prepare for a job interview at PRA Group (Nasdaq: PRAA)
✨Know Your Customer Journeys
Before the interview, take some time to familiarise yourself with customer journey mapping. Be ready to discuss how you've identified issues and improvement opportunities in past roles. This will show that you understand the core responsibilities of a Customer Change Analyst.
✨Data is Your Best Friend
Brush up on your analytical skills and be prepared to talk about how you've worked with data in previous positions. Think of specific examples where your analysis led to actionable insights or improvements. This will demonstrate your ability to turn data into meaningful change.
✨Communicate Clearly and Confidently
As a Customer Change Analyst, clear communication is key. Practice articulating your thoughts on complex topics in a simple way. During the interview, make sure to ask clarifying questions if needed, showing that you value understanding and clarity.
✨Showcase Your Compliance Knowledge
Since this role involves working within regulated financial services, brush up on relevant compliance regulations. Be ready to discuss how you've ensured compliance in your previous roles and how you would approach it in this new position. This will highlight your awareness of the industry's standards.
