The Change Delivery and Automation team are part of the Flutter UK & Ireland Customer Operations family, supporting the Sky Betting and Gaming, Paddy Power and Betfair brands, which comprises of over 1000 colleagues across operational, strategic and delivery focused teams, and millions of customer contacts every year.
The team work collaboratively with our Product, Technical & Operational areas to deliver change and process improvements focusing on customer journeys, player safety and operational effectiveness. We drive continuous improvement, change, automation, and we ensure our operations are set up for success when these initiatives land.
The Business Analyst role is a key role, reporting to the Change Delivery Manager, they will own and drive forward initiatives within the Customer Operations roadmap aligned to the Strategic Objectives and Key Results (OKR’s)
What you’ll do
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You will be required to understand complex business problems through analysis and stakeholder engagement (Operational, Product and Technical teams) and provide solution options and recommendations to the business based on your findings
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Within our customer journeys you will be required to identify gaps and opportunities and make recommendations for change that improves the customer journey, player safety and operational effectiveness.
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You will translate customer and business needs into project objectives and requirements. Collaborating with stakeholders to define acceptance criteria and be responsible for the initiative through to conclusion
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You play a key role in managing the backlog of initiatives; assessing the value of requests against Customer Operations’ strategic objectives; understanding when there is a need to prioritise, challenge and escalate.
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Work across the brands to drive strategic alignment, best practice and leverage commercial and solution efficiencies, whilst maintaining the brands identities
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You'll have strong stakeholder management, leadership and people skills; leading by example for the rest of the Change team and wider stakeholders to guide, motivate, and influence others toward achieving goals
How you’ll do it
Essential Experience
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Can demonstrate previous Business Analyst experience in a medium to large organisation
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Customer journey experience across multiple products and services and environments
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Excellent IT skills – an advanced user of excel, and competent in all Microsoft Office applications
Desirable Experience
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Industry knowledge but not essential (this can be gained internally)
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An industry recognised BA qualification
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Continuous improvement Qualification, Green belt or Above
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Experience of working within a regulated environment
About PaddyPower
Work that makes play jealous
Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers to cheeky upstart mischief-makers, to part of the largest betting and gaming technology company in the world.
Although we’ve grown to the betting behemoth we are today, we’ve not forgotten our roots. We continue to offer great value and entertainment to our customers and keep them at the heart of what we do.
Our culture of hard work, boldness and an innovative spirit got us to where we are and we take our work seriously, but not ourselves! We win by having the best people working well together. Don’t pigeon-hole us either – our company is a mix of sports nuts, gaming innovators, tech geniuses, perceptive people-people, inspiring leaders… and a very busy legal team.
We’ve got a growing squad of specialists, and we make the work fun. Sound good? Maybe there’s a spot on the team for you!
Plus, PaddyPower is part of the Flutter UK & Ireland family – a collection of big-hitting entertainment brands such as Betfair, Sky Betting & Gaming and Tombola.
What we’ll offer you
- £1,000 learning fund
- Unlimited holiday
- Twice-yearly bonus (with part of it guaranteed!)
- Pension contribution scheme
- Private healthcare
- Flexible ways of working – All our live jobs champion hybrid working, and our team is no exception. Although we are an office-based team, we’re currently working to a hybrid 40/60 ratio of home and office working, meaning we ask for a minimum commitment of 2 days per week in the office, after that it's up to you!
- Access to thousands of Udemy courses
- Invest via the Company Sharesave Scheme
- 16 hours paid volunteering time per year
We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.
