Process 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.

Process Analyst

R0063046

Customer Operations – Dublin

Permanent

Reporting to: Operational Excellence Manager

Bord Gáis Energy generates, sells and trades energy for use in the Republic of Ireland. We’ve been in operation since 1976 and today we supply over 730,000 customers with energy in Ireland. In 2014 we became part of Centrica plc. We are a progressive company with a reputation for experience and expertise in the energy market, and are committed to ensuring that all of our activity is aimed at benefiting and serving our customers.

In this role you’ll be responsible for the governance of the key processes of our Customer Journey. You will be responsible for the definition of process improvement requirements in conjunction with the relevant stakeholders and facilitating the implementation of these improvements. You will possess a deep understanding of the key processes comprising the customer journey and act as a key enabler in the definition of continuous process improvements to optimise customer experience.

If you have strong analytical skills and are passionate about delivering change, this could be the opportunity for you!

About the Role

• Support the Operational Excellence Manager in proactively seeking to maximise the efficacy of the processes in the relevant customer journey
• Work closely with your customer experience colleagues, Senior CSR process experts and key stakeholders across Customer Operations, Retail and DTS to identify and define process improvement opportunities
• Lead cross-functional workshops to scope and define end-to-end process improvement opportunities
• Capture and document requirements to ensure cohesive roll out of improvements
• Liaise with Software Development teams and Training and Quality internally to support the improvements definition to maximise the opportunity to enhance customer experience
• Liaise with business users at various levels of seniority and at all stages of the continuous improvement lifecycle
• Ensure support to the key stakeholders in the evidencing of benefit attributable to the improvement opportunity against the original specification
• Support the Training & Quality Leads and Business SME’s in defining training needs arising from the requirements
• Supporting the Customer Delivery partner in meeting project deadlines and speedy resolution of issues and disputes with regard to any process improvement requirements

About You

• Third Level Degree or equivalent experience
• 5 years + Business process expertise
• Lean Six Sigma Green Belt experience preferred
• Proven track record in delivering business and process requirements in the delivery of change
• Strong analytical skills with keen attention to detail
• Proven track record in delivering business and process innovation in the delivery of change
• Highly articulate with proven ability to lead / direct cross-functional workshops to drive out business change requirements and process change for larger and more complex change initiatives

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, Neurodiversity network, REACH (Race, Ethnicity and Cultural Heritage) 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 for this vacancy is 13 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.