Process & Policy Analyst

TheProcess & PolicyAnalyst roleis integral tothesuccess of theCustomer & Retail Care departmentby making theintegrity and accuracyof our playerretailerand colleagueprocesses and robust as possible and ensuring the link between process toprocedureto knowledge baseis helpsensure the departments processes are working as designed and can bedemonstratedto the leadership and The Gambling Commission.

Whatyoullbe doing

The role willensure integrity by:

• Ownership of the Customer and Retail Care process architecture and library workingalongsidethe department tomaintainaccuracy

• Management of the process review cycles and reporting to senior stakeholders on status

• Translation of process language intoeasy-to-understandcontent for the end user through various means (including the knowledge centre)

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

• Provide input to theService Delivery Managerto supportplanningand 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

• Risk and compliance oversight for the department through inclusion in processes

• Process workshop facilitationboth 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.

• Business Process Management skills (architecture design mapping to agreed Allwyn standards)

• Championing the use of process to drive improvements and enhancements

• Exposure toprocess improvement methodologies and techniques (for example Lean Six Sigma)

• Business and Change Readiness skills(including requirement gathering and validation)

• Strong presentation skills (both creating and delivery)

• Writing content for Knowledge management systems and chatbot(and assurance of the content)

• Leveraging process tofacilitaterisk and compliance management

• 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