Service Improvement Analyst

2 months ago

Watford, Hertfordshire, United Kingdom Allwyn Full time

About Allwyn

We are a multi-national lottery operator with a market-leading presence in several countries. Our mission is to create a new experience for the National Lottery and power change for the greater good.

Role Purpose

The Service Improvement team is responsible for continually reviewing the effectiveness, efficiency, and quality of Customer Operations activities and services. The team's goal is to optimize the customer experience and deliver high standards of customer satisfaction.

Key Responsibilities

The successful candidate will be responsible for:

  • Identifying and championing improvements to the Retailer and Player experience
  • Ensuring any change does not negatively impact our relationship with the Gambling Commission, the Player, or Retailer
  • Scoping, managing, and documenting project requirements, providing subject matter expertise in process and people, and technology improvement and project planning
  • Facilitating workshops, coordinating meetings, reviewing benefits, and tracking the process of planned deliverables
  • Identifying risks and developing agreed mitigation approaches
  • Monitoring progress against plans and flagging any concerns on delivery to relevant stakeholders
  • Understanding projects' critical paths and identifying where delivery is at risk
  • Leading the identification of ideas/enhancements to processes and operations through various methods and tools
  • Working with Customer Operations Functions to identify process enhancements, efficiencies, and adherence to existing processes
  • Facilitating the management of the Risk Register
  • Technical, content, and administration management of the Knowledge Centre

Key Measures of Success

The successful candidate will be measured on:

  • Change impacting the department assessed, designed, and tested to enable delivery with minimal negative impact on KPIs
  • Continual delivery of service improvements agreed with department leadership
  • Process review cycle delivered to GC expectations
  • Knowledge Centre content created to time, standards, and accuracy to maximize usage

Requirements

The ideal candidate will have:

  • 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

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