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Customer Experience Process Analyst

Aberdeen City, Highland Council, Perth and Kinross
Full time
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SSE plc
Mining, resources & energy
10,001+ employees
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About the Role

Base Location: Perth, Inverness, or Aberdeen.

Salary: £33,500 - £50,300 + performance-related bonus + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

SSEN Transmission has a fantastic opportunity for a Customer Experience Process Analyst to join our Customer & Stakeholders Project team. In this role you will contribute to the development and improvement of business processes and customer journeys. This will include the detailed development and embedding of best practice, processes, governance, and service excellence.

The main responsibilities of the Customer Experience Process Analyst are:

- Review, maintain, and continuously improve a suite of existing processes and procedures, identifying opportunities for standardization and automation.

- Engage constructively and develop a network of a wide range of stakeholders, both internal and external; to define, document and embed new processes, procedures and customer journeys to support the delivery of business objectives.

- Support the development and implementation of metrics and key performance indicators (KPIs) to measure and assess the effectiveness of processes.

- Report writing and presentation of information to communicate findings at a senior level and inform strategic decision making.

- Work collaboratively to ensure process standards and architecture are consistent with best practice across Transmission.

What do I need?

To be considered for this role, we would love you to have:

- Process improvement skills, including business analysis, process mapping, and gap analysis. Proficiency and ideally experience in Business Process Modelling Notation (BPMN 2.0).

- Experience/Understanding of Business Process Architecture fundamentals within large complex organisations.

- A customer-centric focus, with a high level of resilience, a can-do attitude, and a genuine desire and determination for Continuous Improvement. Knowledge of Lean Six Sigma tools and frameworks would be advantageous.

- Great communication skills and confidence in face-to-face and virtual meeting environments is necessary. Workshop facilitation experience is also needed for the role.

- Experience in Microsoft Office (Excel, PowerPoint, Word, Teams & SharePoint) and Process Mapping software (e.g. Visio, Hopex) is essential. Developing solutions with Microsoft Power Platform (Power Apps, Power Automate, Power BI) would be of benefit.

About our Business

At SSEN Transmission, we take immense pride in owning and operating the high-voltage electricity transmission network across the north of Scotland. We transport energy from where it is generated to wherever it is needed, ensuring a safe and reliable electricity supply for the communities we serve. But that's not all – we're committed to upgrading the grid to deliver cleaner, homegrown energy for the future. By developing, building and maintaining a network for net zero, we're creating secure power for generations to come.

What's in it for you?

We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.

What happens now?

All applications should be made online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact Debbie at or 01738 342939.

Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.