Service Improvement Analyst

The Service Improvement Analyst role is integral to the success of the Customer & Retail Care department by making the experience of our players, retailers and the colleagues in the department optimal (either by making things easier and better through improvements or by ensuring the changes impacting the department are well managed.) This helps manage costs to budget and maximises the experience received.

• Reducing and eliminating the need to contact through deflecting contact to self-service channels (website and chatbot)
• 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 the wider Allywn organisation)
• To support the Service Delivery Manager plan and co-ordinate project deliverables and business improvement initiatives (new games for example)
• Be a subject matter expert on all department processes to help inform future changes
• Function reviews to optimise the operation
• Process and knowledge management documentation to agreed business standards
• Risk and compliance oversight for the department
• Workshop facilitation both within the department and externally (to support the deliverables above)

• Experience in process improvement methodologies and techniques (for example Lean Six Sigma)
• Project Management skills
• Business and Change Readiness skills (including requirement gathering and validation)
• BPM (architecture, standards and mapping skills)
• Experience in AI deployment desirable
• Strong presentation skills (both creating and delivery)
• Experience in working with reasonably large data sets independently (and supported by data teams)
• Writing content for Knowledge management systems and chatbot
• Eye for detail (to support testing, risk management and compliance)

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence across Europe which includes:
Czech Republic, Austria, Greece, Cyprus & Italy.

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, large scale transformation journey by creating a National Lottery that delivers more money to good causes. We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

Innovation - We pride ourselves on it! We're constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.

Giving back - Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10-year licence

Sustainability - Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this

Inclusion and accessibility - We are making all parts of The National Lottery inclusive - whether you play a game in a store or online.

We want 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.

• 26 days paid leave (plus bank holidays)
• Annual bonus scheme
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: we'll match your contribution up to 8.5%
• Single Private Health Cover
• £500 Wellness Allowance
• Income Protection
• Enhanced parental leave (maternity and paternity)
• Eye Care, Dental and Cycle To Work schemes