Customer Excellence Business Analyst

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Our client, a leading organisation in the Utilities sector, is seeking a dynamic and analytical Customer Excellence Business Analyst to join their Electricity Distribution team. This is an exciting opportunity to play a pivotal role in delivering innovative digital solutions that enhance customer experiences and streamline operations.

Role: Customer Excellence Business Analyst

Duration: 12 Months

Location: Remote (travel for workshops, exp paid)

Rate: £500 pd (umbrella)

Key Responsibilities:

As a Customer Excellence Business Analyst, your contributions will be vital in driving the digital strategy forward. Key responsibilities include:

Business Process & Requirements Analysis:

• Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria to guide digital improvements.

Digital Solution Design & Delivery Support:

• Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions.
• Support backlog development, testing, and implementation planning to ensure impactful delivery.

Stakeholder Engagement & Collaboration:

• Engage with internal and external stakeholders to understand customer needs and emerging digital requirements.
• Facilitate workshops and sessions that drive alignment and resolve issues effectively.

Insight, Improvement & Strategy Enablement:

• Utilise data and customer insights to identify opportunities for improvement, contributing to a roadmap that delivers measurable value.
• Track outcomes and drive continuous improvement across digital services.

Ideal Candidate Profile:

The successful candidate will possess a strong digital mindset, exceptional communication skills, and the ability to build effective relationships across diverse stakeholders. Key qualifications and experience include:

Experience in Digital Delivery:

• Proven track record in business analysis within a digital change environment, with a working knowledge of Agile delivery methods.
• Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365 applications.

Analytical & Problem-Solving Skills:

• Strong capability to assess and evaluate complex business processes, leveraging data and insights to support recommendations.
• Ability to break down complex problems and propose practical solutions that enhance operational effectiveness.

Customer-Centric Focus:

• A genuine passion for improving customer services and removing process friction, with a resilient, results-driven approach.

Educational Background:

• Educated to degree level, with desirable knowledge of the Electricity industry and relevant policies.

This is an excellent opportunity to contribute to a transformative digital strategy while enhancing customer experiences in a thriving environment. If you are eager to drive positive change and make a significant impact, this role may be your next great career move!

How to Apply:
If you're excited about this opportunity and believe you're a great fit, please answer screening questions during application and submit your CV.

Candidates will ideally show evidence of the above in their CV to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.