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LC
Hybrid Senior Service Analyst – Settlements Services
Posted last month
About the role
- Senior Service Analyst at LCCC focused on optimizing settlements services in operations hub for low-carbon energy schemes. Responsibilities include research, reporting, and process design.
Responsibilities
- Conducting research and analysis to identify service gaps, issues, and opportunities within LCCC’s settlement services.
- Support discovery to understand the current service setups. The Senior Service Analyst should continuously seek opportunities for enhancement.
- Take ownership of Service KPI reporting, delivering clear and actionable insights for internal senior stakeholders. Additionally, provide rigorous analysis of external progress and risk reports from settlement service providers to ensure transparency, compliance and performance excellence.
- Developing and documenting service requirements, specifications, and standards for low-carbon energy schemes.
- Designing and modelling service processes, workflows, and interactions to optimise operational delivery. They should have the ability to generate user / customer user journey maps, process pain-points.
- Evaluating and selecting service solutions, vendors, and partners aligned with future service models.
- Defining, monitoring, and reporting on service performance metrics and KPIs to ensure compliance and optimal operations.
- Analysing performance data to identify trends, risks, and improvement opportunities.
- Managing service risks, issues, and changes effectively in a dynamic regulatory and operational environment.
Requirements
- Strong communication and stakeholder management skills to engage with diverse audiences.
- Ability to facilitate workshops, interviews, surveys, and other techniques to elicit and validate requirements and feedback.
- Analytical skills to synthesise complex data and generate actionable insights.
- Collaborative and creative approach to working in team environments.
- Adaptability to changing needs and priorities in dynamic service contexts.
- Design experience: Design Thinking, Service-Dominant Logic for user-centric and value-driven service creation.
- Analysis experience: SWOT, PESTLE, GAP analysis for identifying strengths, weaknesses, opportunities, and threats.
- Performance tracking experience: KPIs and Metrics: Service availability, incident resolution times, customer satisfaction scores, cost-to-serve, and compliance indicators.
- Monitoring Tools: Dashboards, reporting systems, and analytics platforms for real-time performance tracking.
- Feedback Mechanisms: Surveys, Net Promoter Score (NPS), and qualitative feedback loops to measure user experience.
- Knowledge of service management principles, frameworks, and best practices (e.g., ITIL, COBIT, ISO 20000).
Benefits
- Annual performance based bonus, up to 10%
- 25 days annual leave, plus eight bank holidays
- Up to 8% pension contribution
- Financial support and time off for study relevant to your role, plus a professional membership subscription
- Employee referral scheme (up to £1500), and colleague recognition scheme
- Family friendly policies, including enhanced maternity leave and shared parental leave
- Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
- Three paid volunteering days a year
- Season ticket loan and cycle to work schemes
- Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
- Employee resource groups
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