Customer Operations Business Analyst

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

Business Analyst

Reference: R0063412

Customer Operations - Dublin Based

7 month fixed term contract

Reporting to: Business Readiness Manager

Bord Gáis Energy is one of Ireland’s leading energy and service companies. We supply gas, electricity, and energy services to over 700,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. Bord Gáis Energy is uniquely positioned to drive positive change and we have an opportunity, as well as a responsibility, to reshape our future. While there are challenges ahead, we are committed to supporting our consumers and colleagues, to rethinking power generation, and to supporting an affordable and fair transition for all.

As a member of the business readiness core team, in this role you will be responsible for coordinating and working with key stakeholders to define and document Customer Operations business requirements related to all changes. You will assess impacts of changes, and will be responsible for capturing, analysing, documenting and supporting the communication and delivery of requirements to our primary stakeholders. This is not a technical role.

If you are an experienced BA who thrives in a dynamic, busy environment and enjoys working cross-functionally, this could be the opportunity for you!

About the Role

• Perform Business Readiness activities to support the delivery of the Bord Gáis Energy Roadmap and business objectives across internal functions and external providers.
• Work in partnership with business and technology delivery teams to capture, analyse, define and document deliverable business change requirement for Customer Operations.
• Document End to End customer journey processes and business processes to ensure end state is understood and clearly defined including people, products, processes and partners.
• Engage with the Business Process Librarian and project teams to ensure processes are documented using standards and stored in the corporate repository
• Drive analysis to identify the systems, processes and people impacts arising from agreed business requirements and translate requirements into operational models
• Represent Customer Operations interests during the design and development processes to;
  • Identify and agree solution options to meet business objectives/requirements
  • Ensure that requirements are delivered against, and/or manage any changes to requirements arising during the delivery lifecycle.
• Use appropriate tools to ensure all impact assessments and data analytics cover end to end processes, and consider the impact on the Contact Centre, i.e. AHT, volumes, response rates and resources.
• Report progress of business analyst activities with timely escalation of risks and issues to the Business Readiness Partner and project team.
• Work with test teams to ensure that test strategies/cases match requirements
• Support the Training & Quality and project team in defining training needs arising from the business requirements
• Work closely with contact centres to ensure impending changes are well understood for a successful implementation
• Provide key inputs into the Go/No Go criteria assessment and decision-making process
• Act as a key contributor to the Contact Centre forecasting framework
• Provide analysis on actual impacts and lessons learned to inform decisions for future changes

About You

• 2+ years’ experience as a Business Analyst
• Strong working knowledge of Contact Centre operations
• Possess an excellent understanding of change and project management with experience supporting change in complex and multifaceted sales and service environments.
• Significant Business Analysis delivery in Agile/Iterative/Waterfall
• Experience working with multi-disciplinary teams
• JIRA, ARIS, Data analytics experience an advantage
• An in-depth knowledge of Business Readiness & implementation activity within an operational environment
• Strong problem-solving skills; considering business process and environmental changes
• Proven experience in documenting business requirements, process mapping and data mapping.
• Ability to act as a subject matter expert on systems and business processes
• Experience managing relationships between business and IT
• Proven ability to manage multiple activities, work proactively and prioritise workload

Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, REACH (Race, Ethnicity, & Cultural Heritage) network, Neurodiversity network, Carer's network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives.

Our Flexible First working model empowers our people to find a better balance between home and

office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for you, our customers, and our business. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day.

Here in Bord Gáis Energy we’re helping to create a more sustainable and inclusive future that supports our communities, our planet – and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland.

Our Values

care | delivery | collaboration | agility | courage

The closing date for receipt of applications is 16 August 2024.

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.