Job Details: Process & Business Analyst Contractor
Full details of the job.
Vacancy Name: Process & Business Analyst Contractor
Vacancy No: VN267
Employment Type: Full-Time
Location: London
About Us:
Our Mission
Happy, healthy pets, make for happy, healthy people.
We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.
Our Journey
In 2016 we set out to focus entirely on pet insurance with pets and families at the centre of our business strategy and in 2017 launched a new brand, EveryPaw.
To offer our customers a choice of insurance options for their pets, we also focussed on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019.
Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity and financial services sectors. We’ve developed new capabilities, new platforms and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023. Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.
Our ambition
We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands; EveryPaw and Pet Protect and building great relationships with our partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026.
Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.
In your mission as part of the Process Re-engineering team, you will contribute to the design and redesign of customer journeys and end-to-end processes across Pinnacle Pet Group’s (PPGs) UK and European entities. You will apply your process design and improvement skills as well as your business analysis techniques to support the enhancement of our customer and vets experience; enable growth; increase efficiency, and support the business in reaching its strategic goals.
At a high level, this will involve understanding existing processes (documenting the as-is); identifying and addressing pain-points that affect our customer’s and partnering vet’s; analysing data to obtain actionable insights; redesigning and designing new processes (to-be), testing and retesting to deliver outstanding customer and vet journeys in the most efficient way.
You will also in an Agile context adapt/customize standard processes for the new markets PPG is entering: define the relevant business requirements for the Policy Management System that is being rolled out across Europe, participate in backlog refinement and sprint reviews as well as test and document the adapted processes.
A fantastic opportunity to work in collaboration with the transversal Customer Data and Innovation team, Marketing, Operations, Projects, Actuary, Data Analytics and IT teams of the different entities.
Onsite in our Paddington office - flexible hybrid working.
Contractor for 6 months.
Key Responsibilities:
* Facilitate scoping and business priority-setting for change initiatives, including discovery and analysis of requirements.
* Design and redesign of the Pinnacle Pet Group customer journeys and end-to-end processes to support enhanced customer experience, growth, efficiency and current strategic goals.
* Understand the specificities of each market as well as their current products and processes to identify the adaptations that will be required to the new standard processes we want to roll out.
* Apply industry standard modelling and analysis tools, methods and standards.
* Listen to, understand and accompany the teams of the different entities in the change journey.
* Iteratively design, test and refine processes for existing or new disruptive products and services in the pet ecosystem.
* Involve and engage product owners, business stakeholders, Marketing, IT to ensure all key parties are on board and all aspects of the process have been considered.
* Ensure clear communication of requirements to both technical and business audiences.
* Discover and analyse requirements for fitness for purpose, adhering to business objectives and consistency, challenging positively as appropriate.
* Business analytical skills including root cause analysis.
* Problem solving skills – creativity and innovation.
* Ability to deliver – results driven.
* Ability to collaborate – team player, inspiring others and generating people’s commitment.
* Ability to facilitate workshops and meetings.
* Excellent communication (oral and written) and listening skills to engage and collaborate with people at all levels in the organization and from all departments.
* Ability to influence at senior level.
* Hands on.
* Flexible.
Successful Candidates Will Have:
Person Specification
Required Skills and Work Experience:
Essential:
* Proven experience in business analysis and (re)design of customer journeys and end-to-end processes with delivery of tangible benefits.
* Able to quickly understand business objectives and priorities.
* Able to understand business models, processes and an entire value chain and to map them.
* Experience in designing completely new end-to-end processes, starting from the customers’ needs but keeping efficiency in mind.
* Used to gaining insights from data.
* Solution oriented, placing the end customer in the centre of what you do.
* Strong analytical skills.
* Excellent stakeholder management and change management skills.
* Used to work in Agile environments.
Desirable:
* Insurance experience is a real plus.
* Design Thinking experience.
* Lean/Six sigma certification/experience.
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