Continuous Improvement Analyst
DJH
Continuous Improvement Analyst
South West Water
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £29,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Strong analytical skills, with the ability to interpret large data sets and extract actionable insights.
- Experience in customer journey mapping, service design and process analysis, ideally within customer-focused or regulated environments.
- Understanding of customer service operations and digital experiences, particularly in regulated sectors.
- Familiarity with continuous improvement methodologies such as Lean or Six Sigma (desirable but not essential).
- Excellent communication and stakeholder engagement skills, with the ability to present insights clearly and work collaboratively across teams.
- Successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
