Job Description

We're a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages


As an Operational Excellence Analyst you will play a critical role in driving continuous improvement and ensuring operational initiatives and projects are executed effectively and efficiently. This role focuses on the people side of change, managing transitions related to business processes, systems, technology, training, communication, and quality assurance. You will work across operational areas to drive the Continuous Improvement Framework, ensuring readiness for business-driven changes and maintaining alignment with organisational goals.

Key Responsibilities

Assess the impact of all changes on operational areas through comprehensive impact assessments and readiness criteria. Identify risks and manage implementation strategies to ensure smooth transitions and operational efficiency. Provide ongoing support to operational initiatives, coordinating resources, communicating updates, and following up on action points to ensure timely and successful delivery. Work closely with the Change Delivery team to understand upcoming changes and provide visibility on their impact to operational teams. Support operational areas in preparing for change by consulting with staff at all levels on the people, process, and cultural impacts. Maintain accurate documentation of all operational changes and produce operational change MI (Management Information) Oversee the implementation of changes against business acceptance criteria, ensuring all processes, user acceptance testing, training, and communication. Analyse data and the outcomes of operational reviews to proactively improve customer service and enhance processes. Collaborate with business teams to identify opportunities for optimisation and operational efficiency.

Skills, Knowledge & Expertise

Proven track record of delivering change within an operational environment. Extensive experience working within operations, ideally across areas such as customer service, collections, or fraud. Familiarity with financial products including loans, cards, savings, and mortgages (desirable but not essential). Experience working with a range of delivery methodologies, including Agile, Waterfall, and Lean. Demonstrated experience using tools such as Jira Service Desk and Confluence to support change delivery and collaboration. Relevant change management qualifications are desirable, such as Change Management Foundation/Practitioner or Agile Change Management Excellent prioritisation skills with the ability to manage multiple tasks and meet deadlines. . Strong stakeholder management skills, with the ability to build relationships and manage expectations effectively.

Job Benefits

Competitive salaries 25 days holiday PLUS your BIRTHDAY off Pension contribution with Royal London Life Assurance Private medical, dental and optical health insurance with AXA Hybrid working - Wrexham Free breakfast available

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.

Cifas

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.

Work Location: Hybrid remote in Wrexham LL13 7YT