Senior Continuous Improvement Analyst Jobs

Senior Continuous Improvement Analyst

DELIVER

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

You will monitor and review procedures and processes and make recommendations for improvement where needed. You will be an expert in our tools (both agent and agent facing) and understand the capability of those tools relating to the end user experience for both our Customers and Agents. This role will focus on: Reduction in CPO (cost per order); Improvement in Customer Experience metrics; Reduction in AHT (average handle time); Reduction in Resolution Time

Job Responsibility:

Identify and drive out failure demand and reduce DSAT and Exec Complaints
To identify the root cause for complaints and escalations and address with your wider business Stakeholders to eliminate them
Own the definition, maintenance and strategic refinement of all analysis content and insights within a speech and text analytics tool
Support the definition of opportunities for further AI integration and process automation
Identify improvement opportunities in our current processes to drive efficiency (reduction in Agent Handle Time) and enhance our Customer journey (reduction in resolution time)
Build and maintain a CI roadmap
Engage regularly with the Care team to understand any new or underlying pain points
Work closely with our Training, Process and Quality teams to identify gaps and lead on initiatives to drive improvement
Build relationships with key Stakeholders across the business
Identify key departments who have an impact on the Care team
Work with key stakeholders in implementing positive changes to processes, making your requirements clear in order to gain buy-in
Be part of a 24/7 on-call rota, roughly 2 weeks per quarter

Requirements:

Good analytical skills
Project management skills
Ability to influence stakeholders
Comprehensive knowledge of our internal tools and processes

What we offer:

A competitive and comprehensive compensation and benefits package
Compensation
Equity
Food
Time away
Wellness
Work Life

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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