CX Improvement & Implementation Analyst

*CX Improvement & Implementation Analyst* SIMPLISAFE UK | CUSTOMER EXPERIENCE | PERMANENT, FULL-TIME | £40,000 PER ANNUM *About SimpliSafe* At SimpliSafe, we believe everyone deserves to feel safe at home. That belief drives everything we do. Our smart home security systems help protect over 4 million customers across the US and UK, and we are continuing to grow and innovate. Since launching in the UK in 2019, we have built a reputation we are incredibly proud of. We are rated 4.9 out of 5 stars on Trustpilot, with over 20,000 customer reviews, alongside glowing press coverage and a Net Promoter Score of 72+ For us, those numbers represent something bigger: customers who trust us to help protect what matters most. Behind that success is a team of people who care. We are ambitious, down to earth, customer-obsessed and always looking for smarter ways to do things. Now we are looking for a CX Improvement & Implementation Analyst to help shape what comes next for our Manchester-based Customer Experience team. *Why join us?* This is not a role where your ideas sit in a spreadsheet. You will help turn them into real improvements that customers and colleagues can feel. Working closely with the Head of CX, you will have visibility across the business, contribute to important transformation programmes and play a hands-on part in making our customer journeys simpler, smoother and more effective. *The role* Help us make every customer and colleague interaction accurate, simple and consistent. As our CX Improvement & Implementation Analyst, you will help deliver commercial projects, customer experience improvements and business change. You will connect the dots between people, processes, systems and insight, making sure great ideas are implemented well and the information our customers and teams rely on stays clear, accurate and up to date. *What you’ll do* * *Improve customer journeys and processes:* Partner with the Head of CX to map customer journeys and current processes, spot friction points, identify opportunities across activation, onboarding, retention and advocacy, develop evidence-based business cases and share progress with senior stakeholders. * *Bring commercial initiatives to life:* Support pricing changes, product and proposition launches and retention activity, from requirements and impact assessments through to launch and review, alongside Operations, Commercial and Technical teams. * *Help deliver major transformation: *Support customer technology and transformation programmes through planning, requirements, gap analysis, testing, sign-off and go-live, tracking dependencies, risks and milestones along the way. * *Make change stick:* Coordinate changes to pricing, products, processes, app features and regulations across teams, systems, content and communications, ensuring everything is ready and checked before launch. * *Show the difference:* Use data, customer insight and colleague feedback to prioritise opportunities, measure improvements in efficiency, cost and customer experience, and keep essential knowledge accurate and current. *What we’re looking for * You are curious, organised and confident, turning complex challenges into practical solutions. You can juggle several priorities without losing sight of the detail, communicate clearly with different audiences and enjoy working with others to get things done. Experience in project or programme delivery would be particularly valuable. *What you’ll bring* * Experience planning, tracking and delivering projects or workstreams, including risks, dependencies and reporting * Clear, engaging written communication for customers, colleagues and senior stakeholders. * Experience in process improvement or business analysis, including mapping journeys or processes and identifying opportunities. * A structured approach to prioritising competing demands and managing a backlog. * Strong analytical skills to diagnose issues, build the case for change and measure outcomes. * Commercial awareness of how pricing, products and propositions affect customers and the business. * Confidence in collaborating with Operations, Commercial and Technical stakeholders to agree changes and secure sign-off. * Excellent attention to detail, particularly around product, pricing and regulatory information. * Comfort using project or work-tracking tools and familiarity with CRM or operational platforms. * Ideally, around 2 to 4 years of relevant experience in CX, operations, commercial, content or project environments. *Even better if you have* * Experience maintaining content in a CMS or knowledge base, or using Contentful, Confluence, monday.com or Jira * Contributed to a platform migration, system implementation or major transformation * Supported pricing changes, product launches or customer retention initiatives * A background in a contact centre, customer experience or operations environment * Knowledge of project and change management, or an interest in smart home and security technology. *The values we live by* * *Customer Obsessed:* We understand our customers and build lasting relationships and trust * *Aim High: *We challenge ourselves and each other to grow and improve * *No Ego:* We succeed as a team and learn from our mistakes * *One Team: *We collaborate and win together * *Lift As We Climb:* We invest in developing ourselves and others * *Lean & Nimble:* We test, learn and keep improving.What’s in it for you? We want our people to feel supported, appreciated and excited about what they do. Alongside the opportunity to make a genuine impact, *you will enjoy:* * 28 days’ holiday plus bank holidays. * Enhanced pension, life assurance, private healthcare and dental cover. * Free eye test and a contribution towards glasses, plus an Employee Assistance Programme. * Retail discounts through Perks at Work and our recognition and rewards scheme * SimpliWell wellbeing contribution for things like the gym, a spa day or activewear * Cycle to work scheme, team socials, summer and Christmas parties * Office snacks, drinks and a few extra treats along the way. Pay: £40,000.00 per year Benefits: * Canteen * Casual dress * Company events * Company pension * Cycle to work scheme * Discounted or free food * Employee discount * Enhanced maternity leave * Enhanced paternity leave * Free flu jabs * Life insurance * Private dental insurance * Private medical insurance * Referral programme * Sick pay * Work from home Work Location: In person