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    Service Experience Analyst - Watford, Hertfordshire, United Kingdom - Allwyn UK

    Allwyn UK
    Allwyn UK Watford, Hertfordshire, United Kingdom

    2 weeks ago

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    Description

    Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

    We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy.

    We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

    Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

    Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

    The Service Improvement team is responsible for continually reviewing the effectiveness, efficiency and quality of Customer Operations activities and services.

    The team is also responsible for optimising the customer experience and delivering high standards of customer satisfaction and continually enhancing the healthy play offering.

    The implementation of subsequent projects and initiatives will be focussed on improving Customer Operations performance. We will be managing delivery of company led programmes on behalf of the Customer Operations department. The team will be responsible for the governance of the departments processes, knowledge centre, risk management, controls management (although the accountability for these usually sits with the business owner elsewhere in the department)

    Reducing and eliminating the need to contact by identifying and promoting self service opportunities

    Driving first contact resolution on all channels ensuring right information first time every time through owning a portfolio of projects (initiated both within Customer & Retail Care and from Allwyn) ensuring they are scoped, managed and delivered to agreed timelines.

    To support the Service Delivery Manager, plan and co-ordinate project deliverables and business improvement initiatives across Customer & Retail Care
    To support the Service Delivery Manager by acting as a channel lead/subject matter expert in company led programmes and initiatives, ensuring that the interests of Customer & Retail Care are factored in and providing enough quality insight to ensure any material risks to the Operation are understood to the SDM to manage
    To ensure documented processes are being followed and support Audit in any reviews
    To provide governance and content management of the knowledge management system
    To provide support to the department in identifying and managing risk and compliance
    Facilitating workshops both with internal Customer & Retail Care colleagues and external departments

    Scoping, ongoing management and documentation of project requirements, provide subject matter expertise in process and people, and both technology improvement and project planning
    Identify risks and develop agreed mitigation approaches
    Understand projects critical paths and identify where delivery is at risk
    Working with the Customer Operations Functions to identify process enhancements, efficiencies and adherence to existing processes
    Facilitate the management of the Risk Register
    Technical, content and administration management of the Knowledge Centre

    Continual delivery of service improvements agreed with the department leadership
    Knowledge Centre content created to time, standards and accuracy to maximise usage

    Experience of managing conceptual projects through to implementation
    Demonstrable experience of testing, verification and validation techniques
    Experience of project management processes and methodologies
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