This role is the key in the implementation of a Digital Strategy, reducing customer effort and in turn our support costs across the organisation.

This role within Business Process Engineering will be responsible for:

  • Identifying customer and operational support requirements, enabling partner self-serve capability and a joined up digital user experience across products – this will be for new product developments as well as existing products across our 3 main channels ie Direct, Wholesale and Simplicity
  • Organisational gearing – breaking the relationship between subscriber growth and support overhead
  • Requirements gathering, documentation and prioritisation – MVP through to industrialisation. MoSCoW requirement documentation allowing for clear sprint planning

There will be a foundation of customer engagement at the heart of this role within the BPE function with analytics and verbatim driven insight a key part of the planning and delivery process.

Key capabilities/skills of the role:

  • Provide Business Analysis to support new product development and wider strategic business change
  • To provide expertise and guidance on what is the art of the possible in the field, providing insight on market leading best practice and competitor analysis to drive a clear competitive advantage for the digital customer experience Provide market insight on current digital technologies.
  • Define, challenge and shape business requirements to provide a customer centric digital design. Detailed business requirement elicitation and documentation: Ability to translate the voice of the customer/business insight/stakeholder feedback into clearly defined, agreed and prioritised business requirements