Service Improvement Analyst

at  Allwyn UK

ABOUT US:

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 have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.
‍We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. 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.
While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. 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.

WE WILL IDENTIFY AND DELIVER ENHANCED EXPERIENCES FOR PARTICIPANTS, PLAYERS AND RETAILERS BY;

• 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.
• Functional reviews to optimise the Operation.
• 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

KEY SKILLS AND EXPERIENCE:

• Demonstrable experience in process improvement methodologies (eg Lean Six Sigma)
• A comprehensive user of leading presentation and process documentation tools and demonstrable ability to learn new ones.
• Experience of managing conceptual projects through to implementation
• Demonstrable experience of testing, verification and validation techniques
• Experience of creating Business Requirement Documents (BRD)
• Experience of project management processes and methodologies
• Working knowledge of BPM and tools such as iGrafx

ROLE PURPOSE:

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)

ROLE RESPONSIBILITIES:

• Identification and championing of improvements to Retailer and Player experience
• Gatekeeper ensuring any change is not going to negatively impact our relationship with the Gambling Commision, the Player or Retailer or colleagues
• Scoping, ongoing management and documentation of project requirements, provide subject matter expertise in process and people, and both technology improvement and project planning
• Facilitate workshops, coordinate meetings, review benefits and track the process of planned deliverables
• Identify risks and develop agreed mitigation approaches
• Monitor progress against plans and flag any concerns on delivery to the relevant stakeholders
• Understand projects critical paths and identify where delivery is at risk
• Leading the identification of ideas/enhancements to the processes and operation through a variety of methods and using different tools
• 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