Service Improvement Analyst - Customer Operations

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I am writing this Job Post to brief about the job opportunity with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Process Improvement Associate / Analyst (Customer Experience)

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Shift timing : UK Timings (2 PM to 11 PM)

Web Link : https://www.iris.co.uk/

LinkedIN : https://www.linkedin.com/company/iris-outsourcing-and-global-product-development-centre/posts/?feedView=all Job Title :

Location : Chennai, India (Work from Office) | UK Business Hours (2:00 PM - 11:00 PM IST)

Candidates must be interested to work from officce along the team.

One way (Drop) Transport will be provided for the women colleagues.

Employment Type : Full-Time | Permanent

About Us

With 40 years' experience, the IRIS Software Group is a leading provider of business-critical software and services to the UK accountancy and payroll sectors in the UK. IRIS continues to be a leading supplier to the UK accountancy sector with over 20,000 Accountancy Practices relying on IRIS every day to run their business, and IRIS meets the needs of over 80,000 SMEs through its leading bookkeeping, payroll and HR software solutions, with 14% of UK companies paying their employees through IRIS. The Education division of IRIS also provides software to over 10,000 schools and academies and 51% of UK academies are powered by its PS Financials software.IRIS is focused on employee learning and development with a large number of its Finance Team undergoing supported training and clear progression opportunities.

India Operations:IRIS KPO Resourcing is a subsidiary of IRIS Software Group Ltd based out of 5th floor, Pottipati Plaza, Nungambakkam, Chennai, India. We are fully integrated with our UK entity in providing IT and ITeS solutions as global delivery center. We do not have any other office in India.More information on IRIS KPO Resourcing India could be accessed at https://www.iris.co.uk/products/iris-resourcing/

Purpose of Job

As a Service Improvement Analyst at IRIS, you will be a key member of the Service Improvement team, working to enhance customer and colleague experiences across IRIS. The role combines service improvement, business analysis and systems expertise to identify opportunities, solve operational challenges and deliver measurable improvements.

A significant aspect of the role focuses on Salesforce and related business systems. You will work closely with stakeholders to understand problems, gather requirements, support solution design and help implement changes that improve operational efficiency and customer outcomes.

We are looking for someone with a naturally curious mindset who enjoys understanding how things work, challenging existing processes, analysing data and identifying opportunities for improvement. This role would suit someone looking to move from a customer-facing or operational role into service improvement and business systems analysis.

Main Responsibilities

As a Service Improvement Associate / Analyst at IRIS, your responsibilities will be as follows:

Customer Experience Enhancement: Proactively identify and implement opportunities to improve customer and colleague experiences.

Business Systems & Service Improvement: Support the ongoing enhancement of Salesforce, case management and related business systems through requirements gathering, testing, release validation, user support, documentation and continuous improvement activities.

Requirements, Development Collaboration & Solution Delivery: Capture and refine business requirements, user stories and acceptance criteria, ensuring business needs are translated into effective technical solutions. Attend daily stand-ups and weekly alignment and refinement sessions with Development teams to represent business requirements, champion improvement initiatives, provide input into other departments enhancements. Work closely with Developers to ensure requirements, intended outcomes and user needs are clearly understood throughout the delivery lifecycle. Support in the writing of release notes.

Collaborative Problem-Solving: Work closely with operational, product and technical teams to investigate issues, identify root causes and develop sustainable solutions.

Initiative Measurement & Reporting: Measure, track and communicate the effectiveness of improvement initiatives, ensuring benefits are clearly understood and realised.

|Data Analysis & Insight Generation: Analyse customer, operational and system data to identify trends, risks and opportunities that support decision-making and service improvement.

Knowledge Management, Documentation & Training: Support governance of the internal Knowledge Base, ensuring content remains accurate, valuable and aligned with business standards and ISO 9001 principles. Create and maintain release notes, training materials, process documentation and user guides to support adoption of new ways of working.

Project & Initiative Support: Contribute to projects and initiatives across the business through research, process mapping, stakeholder engagement and implementation support.

Essential

• Experience working within customer operations, service delivery, support or a customer-facing environment.
• Experience using Salesforce or a similar CRM platform.
• Strong analytical and problem-solving skills, with the ability to identify trends and opportunities from data.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Strong Microsoft Office skills, particularly Excel, PowerPoint and Word.

Desirable

• Salesforce expertise.
• Experience gathering requirements and documenting business processes.
• Experience of process improvement, continuous improvement or change initiatives.
• Experience using Jira, SharePoint or similar collaboration tools.
• Experience creating training materials, knowledge articles or user documentation.

Key Competencies

Customer Focus: Understands customer needs and uses customer insight to drive improvements that positively affect customer outcomes.

Stakeholder Communication: Builds effective working relationships and communicates clearly across the organisation. Able to translate technical concepts into business language.

Data Analysis: Identifies patterns, trends and opportunities that support informed decision-making.

Problem-Solving: Uses a structured and proactive approach to investigate issues, identify root causes and recommend solutions.

Curiosity & Continuous Improvement: Naturally inquisitive, willing to challenge existing processes and motivated to find better ways of working.

Systems Thinking: Understands how technology, processes and people interact and identifies opportunities for optimisation.

Customer Journey & Process Mapping: Documents customer journeys and business processes to identify pain points and improvement opportunities.

Adaptability: Works effectively in a fast-changing environment, balancing priorities while maintaining attention to detail.