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Business Analyst – Process Improvement (Excellent Customer Experience) (FTC 12 months)

Please Note: The application deadline for this job has now passed.

Job Introduction

At Diabetes UK, we promise to keep the customer at the heart of everything we do, constantly striving to provide an excellent experience. 

Delivering an Excellent Customer Experience is fundamental to almost everything we do at Diabetes UK. From individuals contacting our helpline, volunteers and campaigners giving their time and donors giving us their money; we need them all to help us meet our goals and mission.

We want to work with our customers to understand their experiences and tackle any barriers to delivering a fantastic customer experience. Leading a cross organisational project, this role will deliver improvements that will embed Excellent Customer Experience as part of our DNA.

Interviews: W/C 16 or 23 August

Role Responsibility

This role will focus on looking at our customer facing processes, with a view to identifying how we can improve them from a customer’s perspective and then delivering on the changes required. It will involve working closely with stakeholders from across the charity, across dependency projects, as well as ensuring our customer’s thoughts are considered. It will also help us develop a way of measuring our customer experience and measures for success.

The Ideal Candidate

We are looking for someone who is passionate about developing a culture of excellent customer experience at Diabetes UK. You will have experience in mapping out customer facing process and be able to manage process change across multiple stakeholders. You should be able to identify those processes that have a negative impact on our customers and influence owners of those processes to make changes where necessary.

Package Description

What we can offer you: 

  • Generous annual leave starting at 25 days plus bank holidays 
  • A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments
  • Early finish Friday and flexible working as part of our approach to activity based working
  • Discounts on gym membership
  • Employee assistance programme to give you support on any issues that come up in life  
  • Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
  • Very active social scene including sport teams, gardening and other activities 
  • Generous pension provision, life assurance and income protection insurance
  • Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For the 4.8 million people in the UK with diabetes, there’s no day off. So, at Diabetes UK, we’re leading the fight every day, campaigning for better care, treatment and support. We won’t stop until diabetes can do no harm.  

We are working to make sure that those affected by diabetes get the best care and support they need to live well with their condition and avoid life-changing complications.  We're leading the way by funding critical research, improving healthcare and treatment so we can reach our vision of a world where diabetes can do no harm.

Diabetes UK staff are motivated and experienced and extremely passionate about helping people affected by diabetes.  We have been fighting for people with diabetes for more than 80 years and changed millions of lives thanks to the new treatments, technology and policy changes we've been behind.

But there's more to do.  And you can be part of it.

We're a diverse bunch and as a charity we recognise and respect the value of everyone.

We’re very excited to have been placed in the top 30 best UK charities to work for, and in the top 75 best large companies in London.

We're committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to actively support this commitment.

We have a vision of a world where diabetes can do no harm.  If you’d like to be part of that, why not join us? 

To learn more about the work we do please visit our website

Diabetes UK

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