Business Excellence Junior Analyst
12 month secondment
Bristol and Leeds
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
Through building robust relationships with proposers and managers of business change, support the deployment of key strategic change initiatives into Commercial Direct and minimise risks, to ensure the right outcome is achieved. Manage the relevant tools of your specialist area and support others across the team when required.
What you'll be doing:
Complete robust data analysis across relevant metrics and customer outcomes. Translate insights into clear, actionable recommendations that enable leaders and frontline teams to make informed decisions and drive sustained performance improvement.
Understand the operational impacts of upcoming projects and initiatives, identifying risks to customers, colleagues, processes, and service levels.
Work with leaders to minimise disruption and ensure changes land safely and effectively.
Support the Operational Readiness, Risk and Performance team with a range of administrative activities, such as accurate note taking and structured action tracking, to enable effective governance and delivery of key activities.
Conduct comprehensive deep-dive reviews of customer interactions to verify and validate outcomes, identify customer pain points and instances of poor customer outcomes, and develop evidence-based recommendations to remediate issues and prevent recurrence
Carry out actions to support the wider Commercial Direct area as needed, including those required to deliver customer remediation activity and to support system migration programmes such as CPC.
Champion a culture of continuous improvement by identifying opportunities to streamline processes, enhance customer experience, and improve operational efficiency.
Take ownership of your personal development by actively seeking opportunities to build skills, broaden experience, and strengthen behaviours.
Operate as a T-shaped colleague, supporting wider team priorities and stepping into adjacent areas when required
What you'll need:
Knowledge of Operational processes and procedures
Organisational and planning skills · Process management and solution design
Root cause identification, problem Solving and continuous Improvement skills
Ability to work in Agile environments
Role model Agile ways of working and support the Operation to develop in Agile
Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office across the month
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:
9% employer contributed pension
50% off home, motor and pet insurance plus free Green Flag breakdown cover
Additional optional Health and Dental insurance
EV car scheme
Generous holidays
Buy as you earn share scheme
Employee discounts and cashback
Plus, many more
We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.
Be yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you
Skills Required
- Knowledge of Operational processes and procedures
- Organizational and planning skills
- Process management and solution design
- Root cause identification and problem solving skills
- Ability to work in Agile environments
What We Do
Our mission is to be brilliant for customers every day. With powerful and trusted brands, we offer a range of products, across various channels, providing services to our customers whenever and wherever they need us. We’ve been helping people carry on with their lives since the 80s, giving them the peace of mind they need to focus on the future. After 40 years of innovation, we’re still leading the way today. Our business is full of brilliant individuals working together to reimagine insurance. Together, we’re one of a kind. Our brands We’re home to variety and expertise on a huge scale. Strong values, distinctive qualities, and great people. That’s the secret to building some of the nation’s best-known brands. Direct Line Churchill Privilege Green Flag Darwin DLG Legal Services DLG Auto Services DLG Partnerships
