South West Water

Customer Business Analyst

South West Water

full-time

Posted on:

Location: 🇬🇧 United Kingdom

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Salary

💰 £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
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