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RPA Business Analyst, Peterborough

Role: RPA Business Analyst
Company: Thomas Cook
Location: Peterborough, GB
Competitive Salary + Benefits

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

About the role
We have an exciting new role for a Business Analyst to work within our Customer Contact Centre. This is an inter-department cross functional role which meets with process owners to map existing processes readying for business sign off, aimed at delivering automated process through dedicated NICE RTI (Real Time Integration) software. The Business Analyst will document, control and maintain design documents, produce test plans, and LIVE analysis. You will work on multiple projects and prioritize them depending on business and stakeholder needs based upon strong analytical data. The successful candidate will demonstrable knowledge in Contact Centre Operations, Process Management and will possess the drive and determination to put the customer at the heart of everything they do. 

About the department / team
Working within our UK Customer Contact Centre (CCC), the role is in direct response to our UK CCC transformation focusing on improving the customer proposition whilst driving efficiencies. 

Key accountabilities / responsibilities

As a Business Analyst our ideal candidate will review and re-define existing processes with business partners in readiness for process automation as well as conducting evaluation workshops which document “Current State / Future State” in a format ready for automation (logic driven process flows). You will also challenge the status quo and drive out inefficiencies through reducing non-value add manually intensive activities and will also include the following:

  • Document end-to-end and part processes in a logical rule driven manner
  • Be an advocate of process automation supporting the Contact Centre Transformation Program
  • Identify interdependencies of project activities
  • Identify improvements and efficiencies, undertake gap analysis and drive forward automation plans
  • Support the introduction of automated activity and subsequent exception activity for those items which fall off the happy path

Skills and experience
Our ideal candidate will possess experience in analysing and documenting business processes (utilising process mapping techniques) and hold a strong problem solving competence with a logical mindset. You will have experience data mapping or data modelling and very strong analytical capabilities. You will also hold the following:

  • Ability to communicate across business lines and with technical groups Excellent organizational skills, with ability to work under own initiative
  • Project Management with experience working within Lean/Continuous improvement environments
  • Ability to decipher processes into logical process flows

Desirable:

  • Experience with Windows development environments such as Visual Studio
  • Robotic Process Automation exposure/ awareness
  • Exposure to basic logic driven algorithm development

Technical / professional qualifications:

  • Desirable: Process mapping/analysis certification
  • Business Process Model and Notation certification
  • Desirable: Lean-Six-Sigma
  • MS Visio or similar process mapping software

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us. There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Job Segment: Call Center, Document Control, Customer Service, Administrative

Apply now

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Steve
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