Operations Support Associate
FINRA
Customer Business Analyst
South West Water
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £29,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- Proven experience in a business analyst or customer experience role, ideally within a regulated or service-focused industry
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Experience working with customer feedback tools, journey mapping, and service design methodologies
- Excellent communication and stakeholder engagement skills
- Proficiency in Microsoft Office Suite and data analysis tools (e.g., Excel, Power BI)
- Experience with contact centre reporting (Salesforce, PowerBI)
- Experience creating user stories, acceptance criteria and SOP documentation
- Familiarity with process mapping tools (ProMapp / Visio) and bridging IT and business teams
