Operations Business Analyst The Change and Performance team serve the wider UK&I Customer Operations department, which comprises over 800 colleagues across operational and delivery focused teams, all covering our Paddy Power, Betfair & Sky Betting & Gaming Brands. The teams handle tens of thousands of customer interactions every week. You will deliver change to achieve the Customer Operations strategy, understanding business problems, identifying gaps and opportunities, and delivering on recommendations for change that improve the customer journey, player safety and operational effectiveness. As a Business Analyst, you also play a key role in managing the backlog of initiatives; assessing the value of requests and ensuring those we take forward align with Customer Operations’ strategic objectives to ensure we’re ‘operationally’ ready for each change What you’ll do This role is part of the UK&I Change Delivery team, you will join our existing Business Analysts. Below is a flavour of what some of the key initiatives our team are collaboratively working on now or in the near future: As a Customer focused Business Analyst, you will lead change initiatives for Customer Operations, working with closely together with technology & product, in collaboration with key operational stakeholders, you will deliver the Customer Operations strategy through implementing change. You will have a responsibility to optimise the Operational systems (such as Salesforce, Live Person, AWS, Verint and more), driving our system development, to deliver value for the company and our customers. You will optimise our customer journeys, and operational processes, to ensure we always seek better for the Customer and for Operations, covering Customer contact and our Safer Gambling processes. Automation is key to ensuring we remain a low-cost operation that is agile, and able to meet changing customer demands. You will be asked to work with our automation team and help deliver our goals in this area. You will map business processes, and conduct process analysis to provide improvement ideas and enhance the overall customer journey. How you’ll do it The ideal candidate will have experience of working in a BA capacity or Operational readiness role previously and, as such, will be able to demonstrate the following the key skills: A critical thinker, who is comfortable challenging the status-quo, strives for continuous improvement and asks why? Is adaptable and has the ability to understand a variety of different business problems, applying the most appropriate analysis methodology for the circumstances. Work with product owners, solution architects and delivery leads to analyse complex problems and opportunities. A confident communicator who manages and engages stakeholders ; identifying key players in delivering the right business outcomes and regularly delivers effective and clear messages. Can influence the effective decision-making by highlighting the true value in opportunities. Will provide evidence-based challenge to ensure the right outcome is reached. Is customer obsessed and possesses the ability to understand customer interactions and user journeys; demonstrating a passion for improving outcomes for customers. Be a bridge between business and technical teams by translating business requirements into technical artefacts, and communicating the technical solution back to the business teams. Be a self-starter, inquisitive, never satisfied with the status-quo. Required for role: Processes modelling (ie Visio) Good commercial awareness (Benefits Analysis), Planning and Priortisation (Utilising Jira) Good Presentation & Communication skills Strong Stakeholder management Analytic skills An understanding of the following would be a real benefit within the role (but not essential): Process improvement (Lean six sigma) Salesforce Openbet Microsoft Office Miro Flexible Working All our live jobs champion hybrid working, and our team is no exception. Although we are an office-based team, we’re currently working to a hybrid 40/60 ratio of home and office working, meaning we ask for a minimum commitment of 2 days per week in the office, after that it's up to you What’s on offer £/€1,000 learning fund Twice-yearly bonus (with part of it guaranteed) Unlimited Holiday Pension contribution scheme Private healthcare Hybrid Working Access to thousands of Udemy courses Invest via the Company Sharesave Scheme About Flutter UK & Ireland We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power. Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6. Working Here Do you want to work somewhere extraordinary - from the people you spend your days with, to the ground-breaking projects, no two days will be the same. Our 7,000 colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas. And the Values that guide us, here they are: Customer First, Always | Change The Game | Win Together | Free To Be Me We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland. Find out more about how we co-created our Values with over 10,000 insights from our people We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role. If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.