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Customer Operations Analyst (Senior) The Customer Operations Analyst will report to the Head of the Billing and Analysis Group (BA Group) or other appointed representative of the Head of the Billing and Analysis Group. Continual performance assessment and recommendations in support of the advancement of the Customer Operations function. Combining the scientific method of observing, hypothesising, predicting and experimental testing, with the economic theories of supply and demand. Provide input into the continuing improvement of the performance and efficiency of the Services delivered by Paradigm and its Customer and User Support (CUS) facilities. By defining, collecting, examining and concluding upon empirical Service Delivery and user behaviour data, the Customer Operations Analyst helps strengthen Service performance, Quality of Service and Customer satisfaction.Based at Stevenage and / or Corsham the Customer Operations Analyst will interface, as appropriate, with the Military Services Delivery Manager, Commercial Services Delivery Manager, Welfare Services Delivery Manager and others within the company to help in ensuring the efficient and profitable delivery of the Military, Commercial and Welfare Services within and outside the Skynet 5 contract. · As part of the Business Analysis activity within the BA Group, obtaining facts about the structure and behaviour of the Services, delivered by the company, and their Customers through observation, experiment and rational intuition. By combining these facts with observations on the supply and demand and consumer behaviour factors, use the resultant conclusions to assist with the improved profitability and furtherance of the Services. · Using historical and current data to impartially observe and describe the performance of the various Services and the way in which the Services are used and perceived by Customers. · Using the appropriate tools to organise and analyse the data held, hypothesise about the patterns and trends observed. · Using the above hypotheses to predict the existence of other phenomena within the Service as well as the results of potential changes to the Services delivered. · Performing experimental testing of these predictions by conducting independent and systematic experiments and demonstrations, studying the effects of making limited and controlled changes to an element of the Service. · Produce Billing data from the various systems and ensure it is in the correct format for passing to the Finance department. Co-ordinate the activities between those producing the raw billing data and the needs of the Finance department. (The Finance department will produce the invoice). Ensure the data is produced on time. Maintain a record of the billing details and analyse the records for trends and variations which may impact on the company’s profitability. Advise various people within the company of the results of this analysis, as appropriate. · Produce data, as required, in support of the Performance Monitoring needs of the company. Produce the data to the required schedule for the applicable service. Co-ordinate the activities of those producing the raw data to ensure the Performance Reporting is provided on time. Maintain a record of the reported data and analyse the records for trends and variations which may impact on the company’s performance. Advise various people within the company of the results of this analysis, as appropriate. · Travel within the UK would be expected, together with occasional travel abroad Essential Competencies: · Ability to assess and analyse complex data and deduce patterns in the data. · Assess the patterns in the data and interpret in terms of the business activities and aspirations of the company. · Ability to produce and present the analysis, conclusions and recommendations to a variety of audiences. · Experienced user of Microsoft Excel software. · User of Microsoft Access software. · Ability to work as a member of a team. Desirable Competencies: · Experience in a Service Delivery environment. · Knowledge of a service delivered to the UK Military. · Experienced user of Microsoft Access software.
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