About the Role

We're looking for an experienced Business Analyst to lead a strategic review of goodwill payments across our Customer Care operation.

Tesco Mobile currently spends approximately £6 million each year on goodwill payments. While these payments play an important role in supporting our customers, there is an opportunity to reduce unnecessary spend, strengthen process control and improve consistency in how payments are managed.

As our Goodwill Payments Business Analyst, you'll play a key role in understanding what is driving goodwill payments today, identifying opportunities to reduce value leakage and shaping improvements across governance, compliance, reporting and operational decision-making.

This is a high-profile 6-month opportunity, with scope for extension, offering visibility to senior stakeholders and a clear opportunity to deliver measurable financial and customer outcomes.

What You'll Be Doing

You'll work across data, processes and operational teams to build a clear understanding of where opportunities exist and how we can improve.

Key responsibilities will include:

• Interrogating and analysing multiple data sources to identify trends, patterns and root causes behind goodwill payments.
• Identifying immediate opportunities to reduce unnecessary payment activity and improve adherence to agreed processes.
• Mapping end-to-end Customer Care processes to identify control weaknesses, inconsistencies and opportunities for improvement.
• Analysing repeat claims, duplicate payments and other potential sources of financial leakage.
• Developing recommendations to improve governance, monitoring, reporting and compliance.
• Working with operational and leadership teams to translate analytical findings into practical improvements.
• Defining future requirements for enhanced payment coding and categorisation.
• Developing improved management information and reporting requirements.
• Exploring closed-loop feedback mechanisms to help teams learn from payment activity and improve customer outcomes.
• Identifying opportunities for training, coaching and improved decision-making.
• Defining opportunities for automated controls and payment calculations.
• Supporting the development of a sustainable approach to managing goodwill payments beyond the initial project period.

What We're Looking For

We're looking for someone who combines strong Business Analysis and analytical capability with a practical understanding of operational environments and the ability to turn insight into action.

• Ideally, you'll bring direct experience within Customer Care operations or a Contact Centre environment. This experience will be particularly valuable in understanding how customer interactions, operational processes, colleague decision-making and payment policies come together to influence goodwill payments.