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Senior Continuous Improvement Analyst

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DELIVER

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Location:
United Kingdom, London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided

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
Job Link Share:

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