Delivery Support Analyst

An outstanding government organisation who delivers pensions are looking for a Delivery support analyst to join them on a permanent basis. As a delivery support analyst, you will be reporting to the Member Experience Manager with the opportunity to promote and implement change that improves customer experience.

As a Delivery Support Analyst supporting the Member Experience team you will be required to deliver the below:

  • Support the identification and delivery of continuous improvement initiatives, through product change, service improvements, and enhancing member communications
  • Own the process of progressing member experience initiatives through the delivery pipeline, from brief to implementation
  • Own the process of progressing member experience initiatives through the delivery pipeline, from brief to implementation
  • Supporting the Member Service Improvement Programme working group to define opportunities, develop process changes, implement solutions and monitor the success of changes
  • Assist with the delivery of process interventions
  • Ensure that new content has been reviewed and formally signed off by all relevant stakeholders. Manage the content creation, review and approval process end to end.
  • Assist with the production of website and help centre content briefs
  • Identify and propose solutions to KPI gaps so that project impacts are effectively monitored
  • Manage stakeholders to ensure on track delivery of project deadlines
  • Works closely with the entire Member Experience team
  • Works closely with the Research & Insight, Product Design, Marketing & Creative Services teams within the Customer Engagement directorate

In order to be successful to qualify as an application developer you must have the below experience:

  • Strong communication skills able to effectively engage with a wide range of stakeholders
  • Previous experience of working in customer communication, change management, service delivery & operations management areas will be useful for this role.
  • Ability to distil information from a wide range of sources and replay the findings in a coherent summary
  • Competent with the MS Office suite of applications, with the ability to construct, for example, draft documents, business cases, etc. primarily using Excel and Word
  • Understanding of best practices and industry trends within Customer Experience

To Apply click apply now with an updated version of your CV or email it to Cheyne.Cole@goodmanmasson.com quoting the reference.

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