Operations Senior Business Analyst

Full Job Description

The Change and Performance team serve the wider UK&I Customer Operations department, which comprises over 800 colleagues across operational and delivery focused teams, all covering our Paddy Power, Betfair & Sky Betting & Gaming Brands. The teams handle tens of thousands of customer interactions every week.

Working across Customer Ops, you will understand business problems, identify gaps and opportunities, and make recommendations for change that improve the customer journey, player safety and operational effectiveness.

• As a Senior Business Analyst, you will lead change initiatives for Customer Operations, working with closely together with tech & product, in collaboration with key operational stakeholders, you will deliver the Customer Operations strategy through implementing change.

• You will have a responsibility to optimise the Operational systems (such as Salesforce, Live Person, AWS, Verint and more), driving our Tech & system development , to deliver value for the company and our customers.

• You will optimise our customer journeys , and operational processes, to ensure we always seek better for the Customer and for Operations, covering Customer contact and our Safer Gambling processes.

• Automation is key to ensuring we remain a low-cost operation that is agile, and able to meet changing customer demands. You will be asked to work with our automation team and help deliver our goals in this area.

• You will map business processes, and conduct process analysis to provide improvement ideas and enhance the overall customer journey.

• We are looking for a highly experienced Business Analyst , who can lead change and other Business Analysts demonstrating excellent core skills such as data analysis, problem solving, communication and leadership.

• You must have experience of working in Customer Operations or in a Customer Service change environment, demonstrating delivery or change that balances the need to drive operational efficiency within a customer centric approach.

• You should be a critical thinker , who strives for continuous improvement and asks why? be adaptable and can understand a variety of different business problems, applying the most appropriate analysis methodology for the circumstances.

• Demonstrate the ability to influence key stakeholders, with excellent communication skills to manage and engage stakeholders ; through delivering effective and clear messages. Will provide evidence-based challenge to all stakeholders to ensure the right outcome is reached.

• Provide strong, inspirational, and energetic leadership and in some cases, direct line management of Business Analysts & Associate Business Analysts. You will act as a mentor and coach for the overall analysis capability across Customer Operations change delivery.

Applications for this position are open in our Malta, Dublin and Leeds offices. Specific benefits will align with the entity in your selected location, which your recruiter will discuss with you.

Flexible 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!

Flutter UK & Ireland unites a dozen brands, hundreds of teams and thousands of colleagues who create trusted entertainment for millions of customers every week.

With the likes of Paddy Power, Betfair and Sky Betting & Gaming in the fold, we’re the largest division of global entertainment giant Flutter and boast some of the most popular apps and games in UK and Ireland markets.

At Flutter UK&I, we can guarantee you that no two days will ever be the same — and you’ll have the chance to make a difference to your career, the industry, and your amazing colleagues.

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.