Continual Improvement Analyst - FTC

Continual Improvement analyst is a key role within Strategy & CSI function of Service Operations & Assurance. This role drives continual improvement across all capabilities and services offered by the SO&A and provides best practice and practical guidance on how to improve all aspects of our target operating model thus maturing our organisational capability. As a CI Analyst you will take ownership for shaping & managing improvement initiatives, ensuring these are planned effectively for implementation and have clear benefits demonstrated through measures that are aligned to our operational goals. You will work across all domains (Customer, RAN, Core, IT & Infra), channels (Contact Centre, Retail, Online, IVR etc.) and collaborate with cross functional teams embedding a culture of CSI within our organisation. The role would include identifying and analysing key processes and services and create improvement plans to enhance customer satisfaction, operational efficiency, reduce costs, and improve service quality based on data driven approach and industry best practices such as, Lean Six Sigma, and other improvement methodologies. 

• Accountable for the definition of service improvement opportunities aligned to SO&A goals and strategic objectives collaborating with stakeholders such as Service & Capability Owners  

• Accountable for defining and managing CSI frameworks, processes, reports and methodologies to enable continuous service improvement across the services and capabilities in SO&A  

Your key responsibilities will include: 

• Defines & drives potential service improvement opportunities with Capability and Service Owners and manage the portfolio of initiatives  

• Collaborate with stakeholders throughout the business to drive the implementation of improvement initiatives  

• Defines and creates the measurement frameworks, processes and methodologies to enable continuous improvement across the SO&A organisation  

We’re looking for someone with: 

• Experience working in an operations role within the telecoms industry  

• Proven experience in driving transformation and/or continual improvement in an operations environment with working knowledge of ITIL frameworks, COBIT, eTOM  

• Experience working in a service based technology environment preferably involving one or all of RAN, Core and IT ops  

• Experience of delivering through cross functional teams to achieve wider goals  

• Strong communication and interpersonal skills and ability to influence stakeholders  

• Excellent analytical, problem-solving, and decision-making skills  

• Experienced in data analysis tools and software (e.g., Excel, PowerBI, Tableau)  

• Ability to contribute to the development of strategies (and/or service strategies) within area  

Additional Information

• A car allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card
• Free on-site car parking 
• Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.