About the Role
The Operational Excellence Analyst is responsible for turning customer and operational insight into practical improvements that strengthen performance and reduce avoidable demand. This role sits within Operational Excellence and focuses on identifying issues, mapping processes, designing improvements and supporting their delivery through established planning forums. The emphasis is on execution, follow‑through and measurable impact rather than high‑level strategy. Working closely with Service Operations, Product and Technology teams, the role ensures improvement activity is structured, evidence‑led and embedded into day‑to‑day operations.
Responsibilities
Insight and Analysis
* Use conversational analytics and operational reporting to identify emerging issues and repeat contact drivers.
* Translate data into clear problem statements, supported by evidence and impact sizing.
* Maintain a structured log of improvement opportunities and support prioritisation discussions.
* Identify root causes through structured analysis rather than surface‑level symptoms.
* Quantify both financial and operational impact of proposed and delivered improvements.
Process Mapping and Design
* Map current state processes to identify inefficiencies, rework and points of friction.
* Design practical, simplified future‑state processes in collaboration with operational teams.
* Identify automation opportunities and support the development of basic business cases.
* Define clear operational requirements for agreed changes.
* Apply structured continuous improvement principles (e.g. root cause analysis, waste reduction, standardisation).
Improvement Delivery
* Support the delivery of improvement initiatives through business‑wide iteration planning.
* Validate that process, policy, training and tooling updates are completed before go‑live.
* Track progress, manage actions and ensure agreed changes are implemented.
* Work with operational leaders to embed improvements into day‑to‑day ways of working.
* Lead post‑implementation reviews and document lessons learned.
* Ensure post‑implementation review and measurement of impact.
Stakeholder Collaboration
* Build effective working relationships across Service Operations, Product and Technology.
* Present findings clearly and concisely to both operational and cross‑functional stakeholders.
* Support alignment and maintain momentum on agreed initiatives.
Qualifications / What We’re Looking For
* Experience in operational improvement, continuous improvement, or operational analysis within a customer‑focused environment.
* Strong analytical skills with the ability to interpret data and identify trends.
* Ability to quantify financial and operational impact of initiatives.
* Experience in process mapping and practical process improvement.
* Experience working with conversational analytics tools.
* Experience using Looker (desirable, not mandatory).
* Comfort working cross‑functionally and influencing without formal authority.
* Project or change management capability, with strong organisational discipline.
* A pragmatic, delivery‑focused mindset with attention to detail and follow‑through.
Benefits
Compensation & Savings
* Pension scheme.
* Death in Service scheme.
* Income Protection.
* Permanent employees enjoy access to our Share Options Scheme.
* 5% back on in‑app purchases.
* £200 for WFH Setup.
Health & Wellbeing
* Private Medical Insurance including GP consultations (video, telephone or face‑to‑face), prescribed medication, in‑patient, day‑patient and out‑patient care, mental health support, optical, dental & audiological cover, physiotherapy, advanced cancer cover, menopause support.
* Employee Assistance Programme including unlimited mental health sessions, 24/7 remote GP & physiotherapy, 24/7 helpline for emotional & practical support.
* Savings & discounts on everyday shopping.
* 1:1 personalised well‑being consultations.
* Gym membership discounts.
Family Friendly Policies
* Enhanced maternity pay.
* Enhanced paternity pay.
* Enhanced adoption pay.
* Enhanced shared parental leave.
Learning & Development
* Professional Qualifications.
* Professional Memberships.
* Learning Suite for e‑courses.
* Internal Training Programmes.
* FCA & Regulatory training.
Workplace Perks
* Hybrid working: office‑based Monday, Wednesday, and Thursday; remote working Tuesday and Friday.
* Casual dress code.
* Workplace socials.
* Healthy snacks.
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