• Responsible for the development, maintenance and continuous improvement of the system of analysis of the customer account operations, providing key performance measures for internal and external reporting on customer-to-customer (C2C) value chain
• Responsible for producing a user-friendly analysis to easily assess and identify the effectiveness and opportunities for improvement in the customer account operations (C2C) workflows with the aim of producing effective, consistent and predictable service performance
• Working with the end customer to showcase how the platform for analysis can be used to the best of its abilities
• Provide regular performance reporting on the Customer Account Management model
• Provide support on data management to the successful accomplishment of project Future Surveillance Operating Model (FSOM).

• Develop the tools and working practices to measure the effectiveness and overall benefit from the ways of working with cross SARG teams to delivering better performance regarding customer and service value (service health)
• Provide performance and management information on the C2C value chain and the wider benefits delivered by the customer account management model for external reporting in support for CAA value for money reporting
• Recommend opportunities for improvement from the performance analysis to support the continuous development of the customer account management model
• Act as point of contact with the Finance Funding & Value team in generating value for money analysis and reporting
• Act as the data steward for the customer account operations

• Determining the most effective tools and working practices that are futureproofed as best as possible.

• Use the analysis and data to produce key information to drive decision making with regard to customer account operations and the overall improvement of the model.
• Encourage SARG capability teams to adopt similar service and customer-related performance indicators.

• Work on own initiative with limited supervision to develop best practice ways of working on service and customer performance reporting in SARG
• Have the ability to manage customer expectations while maintaining a positive working relationship

• Analyst experience for a project or multiple key business process levels within operational or fast developing environment.
• Proven knowledge and experience of analysis methods, preferably in finance or customer relationship management.
• Proven ability and skills to create Microsoft Power BI dashboards.
• Good experience in preparing presentations on recommendations supported by analysis for a variety of audiences internal and external (customer, DfT, and other HMG departments).
• Good communication and interpersonal skills required to engage customers and colleagues at all levels across multiple disciplines.
• Able to construct analysis outputs clearly to support decision making or facilitate complex problem solving.
• Ability to produce reports and papers on analysis and recommendations to management level audience.

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