Senior Process Improvement Analyst, OVO
£45.8-65.9k
+ You’ll be eligible for an on-target bonus of 15%
Powering human progress with clean affordable energy for everyone
Open for applications
Powering human progress with clean affordable energy for everyone
1001+ employees
Open for applications
£45.8-65.9k
+ You’ll be eligible for an on-target bonus of 15%
1001+ employees
Company mission
We launched in 2009 to make energy better. Over 4 million members, 5 million trees planted, and Plan Zero launched in 2019. We help UK homes reduce bills and carbon with smart tech and expert support. We believe energy can be better for customers, wallets, and the planet, uniting brilliant people to help decarbonise homes and simplify energy management.
Role
Who you are
- Have a proven track record of documenting operational processes and delivering successful process improvements, with experience or interest in leveraging AI tools for automation
- Have experience analysing operational KPIs and qualitative data to drive performance improvements
- Are proficient with root cause analysis methodologies (5 Whys, Fishbone Diagrams, etc.)
- Are able to work effectively with cross-functional teams to achieve shared goals
- Demonstrate excellent stakeholder management skills with experience influencing change through collaboration
- Are comfortable presenting findings and recommendations to senior leadership teams
- Background in contact centre operations, quality management or energy/utilities would be highly desirable
- Six Sigma or Lean certification would be an advantage
What the job involves
- Reporting to: Joanna Hemingway - Senior Manager Analytics Governance
- An exciting opportunity to drive operational excellence across OVO. You'll be at the heart of understanding how we work, identifying opportunities to do things better, and making improvements that directly benefit our customers and colleagues
- Working closely with teams across Operations, you'll use your analytical skills to uncover insights from data, map end-to-end processes, and deliver meaningful improvements that support our Plan Zero mission
- Map, analyse and document end-to-end operational processes, identifying inefficiencies, risks, control gaps and improvement opportunities
- Monitor performance against agreed metrics and identify trends or issues
- Build strong relationships with process owners and subject matter experts to understand current state processes
- Work closely with the QA team to adapt measures and sampling approaches as required
- Design and implement process improvements that enhance efficiency, reduce costs, and improve customer outcomes
- Lead improvement projects from inception through to delivery, ensuring successful adoption
- Present clear recommendations and progress updates to leadership teams and stakeholders at all levels
- Conduct thorough root cause analyses using structured methodologies to understand underlying issues and provide recommendations
- Analyse operational data to identify patterns, trends and improvement opportunities, collaborating with advanced analytics specialists when required
- Extract insights from qualitative data sources such as customer cases to understand underlying process issues
Our take
On average, home energy represents 26% of our carbon footprint. Ovo Energy wants to bring this to zero by providing cheaper, greener and simpler energy to customers. It's analysing meter data to deliver easy, personalised actions, turning electric vehicles into power stations with clever chargers, and building energy-efficient heaters. For households, it's offering is organised into four different energy plans, that include interest rewards on energy credit balance.
In 2020, OVO completed the acquisition of SSE Energy Services' retail arm for £500 million, meaning that the challenger brand now has around 4 million customers in the UK.
While helping Ovo members halve their carbon footprints, the company is also working towards becoming a net zero carbon business by 2035. The challenges ahead for the company include encouraging consumer behaviour change, shifting towards subscription models for home energy use.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
Kate Cottrell, Smart Meter Engineer
Our mission
Supporting our customers on the journey to zero carbon by delivering exceptional customer service and promoting energy efficiency.Insights
Company
Employee endorsements
Inspiring mission
"The mission to provide Green energy to all customers, and to enable all our customers to start on a journey towards zero carbon living is written in..."
Funding (last 2 of 3 rounds)
Jul 2023
$264m
GROWTH EQUITY VC
Feb 2019
$264m
GROWTH EQUITY VC
Total funding: $569m
Company benefits
- On-target bonus up to 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal
- Flex Pay: 9% on top of your salary - 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash
- 34 days of holiday (including bank holidays)
- For your health: With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
- For your wellbeing: With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more
- For your lifestyle: With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations
- For your home: Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers
- For your commute: Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans
- For your belonging: To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you
Leadership
David Buttress
(CEO)CEO of OVO, the UK’s 3rd largest energy supplier. Joined in May 2024.
Diversity, Equity & Inclusion at OVO
Louise Bailey (Belonging Lead)
- We run inclusive training and unconscious bias workshops for employees and interviewers
- We provide mental health support, through different networks, having mental health first aiders within the business and running initiatives like our "wellbeing Wednesdays" to promote this.
- We have dedicated Early Years programmes with a focus on underrepresented groups, offering different training opportunities within the business.
- We invest in tools, like Textio, and focused I&D job boards to help us reduce bias in our job postings and recruitment activity.
- Commitment in improving diversity across our Tech Teams and working with companies to improve the tech ecosystem as a whole, specifically have committed to at least 30% Women in Tech at OVO by 2026
- We've signed up to numerous charters, like the Tech Talent Charter, Race at Work Charter and Trans in the City, to show our continuing commitment to improving I&D within OVO and the wider community
- Within OVO we have multiple belonging networks and communities set up, to offer support and forums for everybody
- Read more about our commitments to improving Diversity & Inclusion at OVO in our linked belonging report
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