About This Role

Summary of the role

Responsible for delivery of outcomes (project deliverables) for the Correspondence Centre of Excellence (CoE), specifically for defining, delivering and maintaining Customer correspondence outputs, aligned to the Customer experience strategy and guidelines.

Works across entire client business, and is expected to have or rapidly establish, credibility with business stakeholders, demonstrating an ability to understand their environment both technically and culturally.

Works as key member of project teams delivering change projects of varying size and budgets, up to multi-million. In other projects, may work as sole analyst. Likely to be involved in more than one project simultaneously.

This role can be based in Edinburgh or Bristol.

What you'll be doing

• Execute analysis, specifically for Correspondence, with the business, IT and strategic partners on large/complex projects to identify, challenge and agree requirements for Correspondence.
• Recommend the best method of achieving the required business outcome for Correspondence, make clear recommendations based on sound knowledge, analysis of options, and deliver high-quality correspondence document specifications.
• Interpret legislative and regulatory changes, assessing the wider impact on Customer Correspondence, and in designing business solutions to ensure compliance with externally driven timeframes.
• Produce clear and effective documentation of both a detailed and descriptive nature, using graphical and statistical information in an intelligent way to communicate Customer Correspondence requirements.
• Support business acceptance testing activities, ensuring that Testing Strategy/Plans are fit for purpose and providing a central escalation point for any queries and issues arising from the Testing Team.
• Contribute to the ongoing development of the Analysis & Design Services practice as a centre of excellence.
• Support Quality Assurance testing, defect resolution and provision of MI.

What we're looking for

• A systematic, discipline and analytical approach to problem solving, supported by strong interpersonal skills and confidence to select and apply relevant analytical and process engineering tools.
• Able to apply different techniques to resolve issues and analyse risk and impacts across a range of potential solutions
• Strong attention to detail, good fact-finding skills and ability to make evaluative judgments based on both quantitative and qualitative information
• Able to work independently with minimal supervision
• Good understanding of differing operating models and the effect this can have on the cost effectiveness of solutions.
• Good understanding of Correspondence Systems i.e. must understand the architecture and the impacts consequences of the solution/design on that
• Experience of a wide range of project methodologies and approaches
• Experience of applying a range of techniques to gather, sort and format data for detailed analysis and to present the result in an unambiguous manner; appreciation of best practice for different types of analysis
• Experience of a wide range of elicitation techniques to capture business requirements across the organization ensuring that those requirements are validated against operational needs and priorities
• Proficient in a wide range of information/data presentation techniques, including the standard MS software applications and process modelling tools (e.g. Visio)

The hiring manager to contact is: Fiona Muirhead Email: fiona.muirhead@diligenta.co.uk

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