Service Analyst

We are currently looking for an additional Business/Service Analyst to join the customer journey team at NatWest. The successful candidate will be joining the team that is looking to support the identification of solutions to journeys that deliver value to our colleagues and lead in the definition and realisation of solutions, processes, benefits, and avoidance of cost. Support with the identification of new opportunities that will help reduce demand, increase insight visibility, and improve colleague experiences when using our internal chatbot.

Key Responsibilities

1. Understand the business, its strategic goals and how work is conducted.
2. Capture, validate and document business and system requirements and make sure that they are in line with key strategic principles and translated from business operations, business objectives or from external requirements.
3. Interrogate and interpret large volumes of data.
4. Interrogate colleague interactions to identify opportunities to improve.

Key Skills

1. Has digital and data literacy skills with an eye for detail.
2. Can work at pace, analysing data sets to draw insights to improve processes.
3. Puts the customer at the heart of what they do.
4. Is a strong, articulate communicator - able to present to senior stakeholders at all levels.
5. Familiarity with the use of Generative AI, its use cases and application.