Business Readiness Analyst
Posted on Mar 24, 2021 by CV-Library
About the role
Your role as Business Readiness Analyst will be to deliver change into Customer Services in the most efficient and effective way to deliver brilliant engagement to our customers. This is a great opportunity to join our Business Readiness Team within Customer Service to drive the optimum benefit for our people and our customers through landing change effectively. You will play key role in supporting the business to deliver key strategic objectives through the successful delivery of change following change management processes including the handover to our Customer Service operational teams.
Key areas of accountability will include:
Communicating with and influencing Customer Services teams around best practice implementation of change into Customer Services
Impact assess change with a customer and business lens
Making recommendations for approval of, implementation of and exit of change into Customer Services
Execution of Business Readiness stage /gate governance model including creation and maintenance of Business readiness plans
Deliver performance reporting and RAID management
Produce lessons learned and review of implementation of change into Customer Services
Exit to BAU planning
To be successful in this role you will have the following skills and experience
Good stakeholder management at all levels, the ability to influence and challenge the status quo.
Experience of working with operational teams.
Essential change management experience
Previous experience with RAID management
Must be a team player and able to work collaboratively with others
Desirable a good understanding of the end to end Thames Water business and understanding of Customer Services operations and strategy
What’s in it for you:
This role is all about delivering efficient and effective change that drives improvement and performance in our Customer Service Contact Centre.
The role is varied, giving you the opportunity to take responsibility and ownership, to think outside the box and to have thoughts and ideas used to create and improve processes.This is a great opportunity to contribute to making improvements - our team thrive on being challenged and ensuring that we deliver the best outcomes for our customers and our business.
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy