Join to apply for the Continuous Improvement Analyst role at South West Water
Overview
The Continuous Improvement Analyst supports the delivery of transformation across customer service operations by using data, customer insights and process mapping to identify inefficiencies and design better customer journeys. The role helps streamline processes, reduce repeat contact and embed a culture of continuous improvement. This position is based in Exeter, Bristol, or Redhill and is a full-time permanent role with a competitive salary of up to £29,000 per annum plus benefits.
What you’ll be doing
* Analyse and evaluate customer journeys and recommend opportunities to optimise process through automation, waste elimination or streamlining
* Support CI Manager in delivering initiatives that improve operational efficiency, customer outcomes and regulatory performance
* Work with business areas to support implementation of new processes and technologies
* Conduct root cause analysis of common contact themes, complaints or service breakdowns
* Track improvement initiatives through delivery to embed, assess impact and support adoption
* Produce dashboards, reports, and present insight proposals to influence and drive decision-making
* Coordinate with the wider Customer Strategy and Experience team to ensure CI is aligned with operational needs and quality standards
* Promote a customer-first mindset, encouraging feedback, experimentation and service innovation. Influence teams to adopt CI mindset (e.g., root cause analysis, 5 whys)
What we are looking for
* Strong analytical skills, with the ability to interpret large data sets and extract actionable insights
* Experience in customer journey mapping, service design and process analysis, ideally within customer-focused or regulated environments
* Understanding of customer service operations and digital experiences, particularly in regulated sectors
* Familiarity with continuous improvement methodologies such as Lean or Six Sigma (desirable but not essential)
* Excellent communication and stakeholder engagement skills, with the ability to present insights clearly and work collaboratively across teams
What’s in it for you
* Opportunity for ongoing development and long-term career with one of the largest companies in the South West, recognised as Investors in People
* Benefits including generous holiday allowance plus bank holidays, discretionary bonus, pension, share-save scheme, health benefits, wellbeing support, and more
Closing Date: 12th September 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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