Continuous Improvement Analyst
Exeter, Bristol or Redhill
South West Water – South West Water - Customer - Customer Strategy & Research /
Permanent full-time /
Hybrid
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for a Continuous Improvement Analyst to join our team based in Exeter, Bristol, Redhill.
Joining us on a full-time permanent basis, you will receive a competitive salary of up to £29,000 per annum plus excellent benefits.
The Continuous Improvement Analyst supports the delivery of transformational across customer service operations by using data, customer insights and process mapping to identify inefficiencies and design better customer journeys. The role plays a key part in streamlining processes, reducing repeat contact and embedding a culture of continuous improvement.
What you’ll be doing:
- Analyse and evaluate customer journeys and recommend opportunities to optimise process through automation, waste elimination or streamlining.
- Support CI Manager in delivering initiatives that improve operational efficiency, customer outcomes and regulatory performance
- Work with business areas to support implement of new processes and technologies.
- Conduct root cause analysis of common contact themes, complaints or service breakdowns
- Track improvement initiatives through delivery to embed, assess impact and support adoption.
- Produce dashboards, reports, and present insight proposals to influence and drive decision-making.
- Coordinate with the wider Customer Strategy and Experience team to ensure CI is aligned with operational needs and quality standards.
- Promote customer first mindset, encouraging feedback, experimentation and service innovation. Influence teams to adopt CI mindset (eg root cause analysis, 5 why’s)
What we are looking for:
- Strong analytical skills, with the ability to interpret large data sets and extract actionable insights.
- Experience in customer journey mapping, service design and process analysis, ideally within customer-focused or regulated environments.
- Understanding of customer service operations and digital experiences, particularly in regulated sectors.
- Familiarity with continuous improvement methodologies such as Lean or Six Sigma (desirable but not essential).
- Excellent communication and stakeholder engagement skills, with the ability to present insights clearly and work collaboratively across teams.
What's in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
- In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing Date: 12th September 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
