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Virgin Pure’s mission is to provide clean, filtered chilled or boiling water to our customers at a touch of a button. Join our team as a process analyst and help deliver an exceptional customer experience to all our customers.
Overview
Salary £25000 - £35000
Location London (some remote working possible)
Expires Expires at anytime
Job Purpose
We are acquiring new customers fast. Growth is forecast to be 100% YoY taking us to ~35,000 customers with Water Systems installed in their homes by the end of the year. Developing positive, long lasting relationships with these customers meaning, they happily remain subscribed to Virgin Pure’s on-running service packages, is key to our business model and growth plans. The core objective of this role is to be part of a Customer Experience team who are reinventing the way we interact with our customers, improving each and every customer’s journey with us.
Reporting to the CX Director you will be responsible for improving existing and defining new customer journeys. This will involve facilitating workshops with colleagues across functions to define back end processes as well as working with an IT team to automate what can be automated in order to build a scalable platform for growth.
You will be part of team that leads the transformation to a scalable digital first service platform which provides a rich and engaging customer journey built on our purpose of making people and planet happier and healthier.
Who would this role be great for?
This role would be fantastic for a self starter, who is ready to take on small projects, working with multiple business functions in order to drive process change and hence improve our customers’ journeys. Ideally you would have an interest in how data flows from system to system as we potentially embark on a CRM implementation project. You are able to present new ideas visually in order to ensure business participation and understanding. You will have the ability to work with data effectively to analyse current processes and drive change. While some Business Analyst experience would be beneficial, this role would be a great fit for someone who is interested in gaining knowledge of the wider business as a key member of a small, supportive team.
Key Responsibilities
Defining processes across functions
Implementing new processes/ working with functions and IT
Continuous Improvement of key processes
Training/ QA of processes
Customer Comms Manager
Data analysis
Systems implementation support
