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Phoenix Group
,
Edinburgh, City of Edinburgh
Remediation Business Analyst
Overview
Job Description
An exciting opportunity has been created for a customer focused remediation business analyst to be part of our dedicated Customer Incident Management Programme. The successful candidate will provide business analysis on end to end remediation projects as part of our customer incident process.. If you already have good business analysis skills, attention to detail and rectification experience that you'd like to enhance and develop, this role is a perfect opportunity for you. INTRODUCTION AND BACKGROUND Our Customer Incident Programme has been set up to manage new high risk and in transit large customer incidents following robust processes and governance structure. Keeping the customer at the heart of everything you do, you'll provide business analysis support on the various stages of remediation execution as part of the customer incident process. You'll need to be adaptable undertake analysis on a range of data sources , produce option papers, recommendations and draft key project documentation, and where appropriate recommend remediation solutions in line with our defined customer incident framework and governance model whilst supporting internal and/or external customers and stakeholders KEY RESPONSIBILITIES * Balancing competing priorities on different incidents which may be at different phases. * Being able to adapt to the requirements of different types of customer by Follow the Customer incident guidance, framework and standards - ensure knowledge is up to date on this. Articulate clearly why and when an incident may need to deviate from standards. * Simplifying technical/complex information and data into more easily understood terms. * Proposing customer focussed pragmatic remediation solutions to complex incidents and providing options that drive appropriate and fair customer outcomes * Proactively identify opportunities to improve quality of all project collateral and optimise incident delivery. * Influencing decisions across the customer incident programme, other business teams, working groups, key stakeholders where priorities and interests may be conflicting. * Ensuring a continually high quality of output to ensure end to end customer incident delivery is a good fit ...