Business Analyst

Business Analyst

Tesco Mobile | 6-Month Fixed Term Contract, with Scope for Extension

Location & Working Pattern

• Base location: Slough or Welwyn Garden City.
• On-site requirement: 2 days per week on site, in line with company policy. This requirement is not flexible.
• Travel: Occasional travel to Manchester may be required as part of the role.

About the Role

We're looking for an experienced Business Analyst to lead a strategic review of goodwill payments across our Customer Care operation.

Tesco Mobile currently spends approximately £6 million each year on goodwill payments. While these payments play an important role in supporting our customers, there is an opportunity to reduce unnecessary spend, strengthen process control and improve consistency in how payments are managed.

As our Goodwill Payments Business Analyst, you'll play a key role in understanding what is driving goodwill payments today, identifying opportunities to reduce value leakage and shaping improvements across governance, compliance, reporting and operational decision-making.

This is a high-profile 6-month opportunity, with scope for extension, offering visibility to senior stakeholders and a clear opportunity to deliver measurable financial and customer outcomes.

What You'll Be Doing

You'll work across data, processes and operational teams to build a clear understanding of where opportunities exist and how we can improve.

Key responsibilities will include:

• Interrogating and analysing multiple data sources to identify trends, patterns and root causes behind goodwill payments.
• Identifying immediate opportunities to reduce unnecessary payment activity and improve adherence to agreed processes.
• Mapping end-to-end Customer Care processes to identify control weaknesses, inconsistencies and opportunities for improvement.
• Analysing repeat claims, duplicate payments and other potential sources of financial leakage.
• Developing recommendations to improve governance, monitoring, reporting and compliance.
• Working with operational and leadership teams to translate analytical findings into practical improvements.
• Defining future requirements for enhanced payment coding and categorisation.
• Developing improved management information and reporting requirements.
• Exploring closed-loop feedback mechanisms to help teams learn from payment activity and improve customer outcomes.
• Identifying opportunities for training, coaching and improved decision-making.
• Defining opportunities for automated controls and payment calculations.
• Supporting the development of a sustainable approach to managing goodwill payments beyond the initial project period.

What We're Looking For

We're looking for someone who combines strong Business Analysis and analytical capability with a practical understanding of operational environments and the ability to turn insight into action.

Ideally, you'll bring direct experience within Customer Care operations or a Contact Centre environment. This experience will be particularly valuable in understanding how customer interactions, operational processes, colleague decision-making and payment policies come together to influence goodwill payments.

Essential Experience

• Proven experience working as a Business Analyst, ideally within a complex operational environment.
• Strong analytical skills, with the ability to interrogate complex datasets and turn findings into clear, actionable recommendations.
• Experience analysing operational performance data and identifying trends, root causes and opportunities for improvement.
• Strong process mapping and root cause analysis capability.
• Experience identifying process weaknesses, control gaps and improvement opportunities.
• Excellent stakeholder management skills, with the confidence to work across operational teams, subject matter experts and senior leaders.
• A track record of delivering recommendations that create measurable financial, operational or customer benefits.
• The ability to work independently, structure ambiguous problems and take ownership of a strategic piece of work from analysis through to recommendation.

Desirable Experience

It would also be advantageous if you have experience in:

• Financial leakage, fraud, risk or control environments.
• Goodwill payments, compensation, refunds or discretionary payment processes.
• Continuous improvement or operational excellence methodologies.
• Designing management information, reporting or monitoring frameworks.
• Implementing automated controls or data-led decision-making solutions.

TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.