Senior Process Improvement Analyst

Role OVO-View

Team: Performance and Insight

Salary banding:  £45,770 - £65,906

Experience: Mid Level

Working pattern: Full-Time

Reporting to: Joanna Hemingway - Senior Manager Analytics Governance

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Analyse, Improve, Deliver 

Top 3 qualities for this role: Collaborative, Problem Solver, Critical Thinker

 

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

 

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

 

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

An exciting opportunity to drive operational excellence across OVO. You'll be at the heart of understanding how we work, identifying opportunities to do things better, and making improvements that directly benefit our customers and colleagues. Working closely with teams across Operations, you'll use your analytical skills to uncover insights from data, map end-to-end processes, and deliver meaningful improvements that support our Plan Zero mission.

 

Your key outcomes will be:

Process Analysis and Documentation

• Map, analyse and document end-to-end operational processes, identifying inefficiencies, risks, control gaps and improvement opportunities
• Monitor performance against agreed metrics and identify trends or issues
• Build strong relationships with process owners and subject matter experts to understand current state processes
• Work closely with the QA team to adapt measures and sampling approaches as required

Continuous Improvement Delivery

• Design and implement process improvements that enhance efficiency, reduce costs, and improve customer outcomes
• Lead improvement projects from inception through to delivery, ensuring successful adoption
• Present clear recommendations and progress updates to leadership teams and stakeholders at all levels

Root Cause Analysis

• Conduct thorough root cause analyses using structured methodologies to understand underlying issues and provide recommendations
• Analyse operational data to identify patterns, trends and improvement opportunities, collaborating with advanced analytics specialists when required
• Extract insights from qualitative data sources such as customer cases to understand underlying process issues

 

You’ll be a successful Senior Process Improvement Analyst here at OVO if you…

• Have a proven track record of documenting operational processes and delivering successful process improvements, with experience or interest in leveraging AI tools for automation
• Have experience analysing operational KPIs and qualitative data to drive performance improvements
• Are proficient with root cause analysis methodologies (5 Whys, Fishbone Diagrams, etc.)
• Are able to work effectively with cross-functional teams to achieve shared goals
• Demonstrate excellent stakeholder management skills with experience influencing change through collaboration
• Are comfortable presenting findings and recommendations to senior leadership teams
• Background in contact centre operations, quality management or energy/utilities would be highly desirable
• Six Sigma or Lean certification would be an advantage

 

 

Let’s talk about what’s in it for you

We’ll pay you between £45,770 and £65,906, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%