Service Improvement Analyst

4 days ago

Watford, Hertfordshire, United Kingdom Allwyn UK Full time
About the Role

We are seeking a highly skilled Service Improvement Analyst to join our team at Allwyn UK. As a key member of our Customer Operations department, you will play a crucial role in continually reviewing the effectiveness, efficiency, and quality of our activities and services.

Key Responsibilities
  • Identify and champion improvements to the Retailer and Player experience
  • Ensure that any change does not negatively impact our relationship with the Gambling Commission, the Player, or Retailer
  • Scope, manage, and document project requirements, providing subject matter expertise in process and people, and technology improvement and project planning
  • Facilitate workshops, coordinate meetings, review benefits, and track the process of planned deliverables
  • Identify risks and develop agreed mitigation approaches
  • Monitor progress against plans and flag any concerns on delivery to the relevant stakeholders
  • Understand projects' critical paths and identify where delivery is at risk
  • Lead the identification of ideas/enhancements to the processes and operation through various methods and using different tools
  • Work with the Customer Operations Functions to identify process enhancements, efficiencies, and adherence to existing processes
  • Facilitate the management of the Risk Register
  • Technical, content, and administration management of the Knowledge Centre
Requirements
  • Demonstrable experience in process improvement methodologies (e.g., Lean Six Sigma)
  • A comprehensive user of leading presentation and process documentation tools and demonstrable ability to learn new ones
  • Experience of managing conceptual projects through to implementation
  • Demonstrable experience of testing, verification, and validation techniques
  • Experience of creating Business Requirement Documents (BRD)
  • Experience of project management processes and methodologies
  • Working knowledge of BPM and tools such as iGrafx
What We Offer

As a Service Improvement Analyst at Allwyn UK, you will have the opportunity to work on a wide range of projects, driving improvements to our Customer Operations activities and services. You will be part of a dynamic team that is passionate about delivering high standards of customer satisfaction and continually enhancing the healthy play offering.

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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