Operational Excellence Analyst, Zilch
+ Permanent employees enjoy access to our Share Options Scheme
More information about location
3+ days a week in office ( London Victoria )
Direct-to-consumer credit provider
Be an early applicant
Direct-to-consumer credit provider
201-500 employees
Be an early applicant
+ Permanent employees enjoy access to our Share Options Scheme
More information about location
3+ days a week in office ( London Victoria )
201-500 employees
Company mission
To become the most empowering way to pay for anything, anywhere.
Role
Who you are
- Experience in operational improvement, continuous improvement, or operational analysis within a customer-focused environment
- Strong analytical skills with the ability to interpret data and identify trends
- Ability to quantify financial and operational impact of initiatives
- Experience in process mapping and practical process improvement
- Experience working with conversational analytics tools
- Experience using Looker (desirable, not mandatory)
- Comfort working cross-functionally and influencing without formal authority
- Project or change management capability, with strong organisational discipline
- A pragmatic, delivery-focused mindset with attention to detail and follow-through
What the job involves
- The Operational Excellence Analyst is responsible for turning customer and operational insight into practical improvements that strengthen performance and reduce avoidable demand
- This role sits within Operational Excellence and focuses on identifying issues, mapping processes, designing improvements and supporting their delivery through established planning forums. The emphasis is on execution, follow-through and measurable impact rather than high-level strategy
- Working closely with Service Operations, Product and Technology teams, the role ensures improvement activity is structured, evidence-led and embedded into day-to-day operations
- Use conversational analytics and operational reporting to identify emerging issues and repeat contact drivers
- Translate data into clear problem statements, supported by evidence and impact sizing
- Maintain a structured log of improvement opportunities and support prioritisation discussions
- Identify root causes through structured analysis rather than surface-level symptoms
- Quantify both financial and operational impact of proposed and delivered improvements
- Map current state processes to identify inefficiencies, rework and points of friction
- Design practical, simplified future-state processes in collaboration with operational teams
- Identify automation opportunities and support the development of basic business cases
- Define clear operational requirements for agreed changes
- Apply structured continuous improvement principles (e.g. root cause analysis, waste reduction, standardisation)
- Support the delivery of improvement initiatives through business-wide iteration planning
- Validate that process, policy, training and tooling updates are completed before go-live
- Track progress, manage actions and ensure agreed changes are implemented
- Work with operational leaders to embed improvements into day-to-day ways of working
- Lead post-implementation reviews and document lessons learned
- Ensure post-implementation review and measurement of impact
- Build effective working relationships across Service Operations, Product and Technology
- Present findings clearly and concisely to both operational and cross-functional stakeholders
- Support alignment and maintain momentum on agreed initiatives
Application process
- To apply for this role, please submit your CV along with a cover letter
- We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success
Salary benchmarks
Our take
Zilch provides a buy-now-pay-later (BNPL) product that allows customers to purchase their desired items and pay in instalments for them. According to Zilch, its service helps customers save over £350 per year on interest and fees.
Having received consumer credit authorisation from the FCA, Zilch partnered with Mastercard to ensure its users can enjoy the safety provided by the global payments company while shopping online. Its business model involves providing the service for free to customers and charging partner stores a fee for every purchase made with Zilch. If users are not buying from partner stores, Zilch charges users a fee but guarantees that they will know from the beginning exactly how much they need to repay, hence assuring users they will not have to pay hidden fees.
With soaring demand for BNPL services, Zilch's main priority is to capitalise on this opportunity. As part of this initiative, the company has maintained an impressive funding strategy. After a series of successful raises, Zilch is now valued at around $2 billion. This has lent the company considerable weight, helping to accelerate its expansion of efforts in existing markets and expand into new ones such as the US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2025
$87.5m
LATE VC
Jan 2023
$27.1m
LATE VC
Total funding: $394.6m
Company benefits
- Pension scheme
- Death in Service scheme
- Income protection
- 5% back on in-app purchases
- £200 for WFH set up
- Private Medical Insurance
- Employee Assistance Programme
- Gym membership discounts
- Private therapy sessions
- Enhanced maternity/paternity/adoption pay
- Enhanced shared parental leave
- Hybrid working
- Casual dress code
- Workplace socials
- Healthy snacks
Company HQ
Victoria, London, UK
Leadership
Philip Belamant
(Co-Founder & CEO)Previously Managing Director & Founder at PBel for 6 years, Executive Director & Founder at Moola Mobile for 8 years and Managing Director - UK at NET1 UEPS Technologies for 2 years.
Share this job
View 14 more jobs at Zilch