Process Improvement Analyst - BGC - Hybrid

Job Description

Key Responsibilities

• Create clear, audience-specific communications for programmes, process changes, and service updates.
• Lead training and knowledge-sharing to embed new tools and practices.
• Plan and coordinate engagement activities (e.g. forums, town halls, retrospectives).

• Analyse operational data to identify trends, root causes, and improvement opportunities.
• Translate insights into actionable plans.
• Support dashboard/report creation for visibility and accountability.

• Lead cross-functional programmes to enhance service quality, customer experience, and performance.
• Design and implement continuous improvement strategies.
• Collaborate across teams to identify and resolve issues, delivering measurable outcomes.
• Track and report progress using metrics (e.g. SLAs, incidents, feedback).
• Align initiatives with ITSM best practices and business goals.

Requirements

• Proven experience in programme/project management, continuous improvement, or service transformation.
• Strong communication and stakeholder engagement skills.
• Analytical mindset with data interpretation and impact measurement abilities.
• Self-starter with a collaborative approach.
• Experience in training, communications, or business management.
• Proficient with tools like Excel, Power BI, Tableau, ServiceNow, or BMC.

• Knowledge of ITSM practices (e.g. incidents, SLAs, change).
• Familiarity with collaboration tools (e.g. Teams, Miro).