Service Improvement Analyst

The Service Improvement Analyst roleis integral tothesuccess of theCustomer & Retail Care departmentby 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 thechanges impacting the department are well managed.)This helps manage costs to budget and maximises the experiencereceived.

Whatyoullbe doing

The role willidentifyand deliver enhanced experiences for players and retailers by:

• Reducing andeliminatingthe need to contact through deflecting contact toself-servicechannels (website and chatbot)

• Driving first contact resolution on all channels ensuring right information first time every time through owning a portfolio of projects (initiatedboth within Customer & Retail Care and from the widerAllywnorganisation)

• 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)

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 largescale transformation journey by creating a National Lottery that delivers more money to good causes.

Weve developed ground-breaking technologies built player protection frameworks and have a proven track record of making lotteries better.

• Innovation - We pride ourselves on it! Were 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 UKs most inclusive organisations where people can bring the best of themselves to do their best work every day for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination harassment or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs the job requirements and the individual qualifications. Allwyn encourages applications from individuals regardless of age disability (visible or hidden) sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means weve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

If you need any assistance or adjustments to this job description or in the application process please contact a member of the talent team at and well be happy to help.

• 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 (architecturestandardsand mapping skills)

• Experience in AIdeploymentdesirable

• Strong presentation skills (both creating and delivery)

• Experience in working withreasonably largedata sets independently (and supported by data teams)

• Writing content for Knowledge management systems and chatbot

• Eye for detail (to support testing riskmanagementand compliance)

• 26 days paid leave (plus bank holidays)

• Annual bonus scheme

• 2 x Life Days

• 4 x Salary of Life Insurance

• Pension: well 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

Required Experience:

IC