South West Water

Analyst

• South West Water provides drinking water and wastewater services across the South West and is committed to net-zero by 2030.
• Continuous Improvement Analyst role based in Exeter, Bristol or Redhill supporting customer service transformation.
• Analyse and evaluate customer journeys and recommend opportunities to optimise processes through automation, waste elimination or streamlining.
• Support CI Manager in delivering initiatives that improve operational efficiency, customer outcomes and regulatory performance.
• Work with business areas to support implementation of new processes and technologies.
• Conduct root cause analysis of common contact themes, complaints or service breakdowns.
• Track improvement initiatives through delivery to embed, assess impact and support adoption.
• Produce dashboards, reports, and present insight proposals to influence and drive decision-making.
• Coordinate with the wider Customer Strategy and Experience team to ensure CI is aligned with operational needs and quality standards.
• Promote a customer-first mindset, encouraging feedback, experimentation and service innovation.

Continuous Improvement Analyst

QA Engineer

• Quality Assurance Analyst supporting operational performance and customer experience for South West Water
• Evaluate customer interactions across channels to assess quality, compliance, and experience against quality frameworks and service targets.
• Focus on targeted interactions (eg low CSAT, PSR calls, complex billing, complaints) to identify coaching and service improvement opportunities.
• Monitor tone, accuracy, resolution and empathy in line with customer service standards and brand values
• Identify root causes behind performance shortfalls using evaluation data and patterns.
• Create clear insightful reports and dashboards highlighting trends, strengths and risks.
• Deliver regular feedback and coaching insights to customer service leaders to support performance improvements.
• Work closely with Customer Strategy and Experience team to identify process improvement synergies, capability gaps and learning needs.
• Participate in quality calibration sessions and contribute to updates and enhancements of QA framework.
• Support audit and compliance processes to ensure regulatory requirements are met and escalate urgent or systemic issues.

Quality Assurance Analyst

Business Analyst

• Support delivery of a customer-centric strategy that aligns with regulatory expectations
• Gather and interpret customer feedback, complaints and performance data to identify trends and improvement opportunities
• Turn customer insight into actionable business recommendations and prioritise work using scoring methodology
• Create customer journey maps and diagnostics using process mapping software (ProMapp / Visio)
• Elicit and document business and customer requirements as user stories with acceptance criteria
• Create and maintain process matrix and detailed SOP documentation for impacted processes
• Work with Training Specialists to convert processes into colleague-facing training material
• Interpret regulatory and advocacy input (e.g., Ofwat, CCW) into internal improvements
• Track and report adherence to customer-related regulations and performance commitments
• Collaborate with IT to translate business needs and support delivery of customer experience initiatives
• Prepare reports, business cases and presentations for senior stakeholders

Continuous Improvement Analyst

Quality Assurance Analyst

Customer Business Analyst