The overall purpose of this role is to analyse, document and present recommendations for the successful operational delivery of John Lewis Financial Services (JLFS).  

Is known as the point of contact within JLFS for changes to be analysed and documented, followed by championing them to both internal and external development teams ensuring successful delivery of JLFS projects and change. Has the responsibility for owning Business Requirements across JLFS teams and projects, ensuring all stakeholders are effectively communicated to. Acts as the key point of contact for JLFS 3rd party Operational and project teams, communicating changes to them effectively.  Acts as SME for Projects and/or supports PM where required.

Is also known for maintaining the operational effectiveness of JLFS products and services meeting and exceeding the required service level targets. Has the responsibility for operational management through close liaison with key internal and external stakeholders, acting as the main point of contact.  Proactively monitors performance to drive positive customer experience.  Uses subject matter expertise to continuously develop the JLFS operational experience.  Is the business coordinator for defined operational tasks. 

Through your profession you will have the opportunity to develop and stretch personally and professionally to achieve your potential.

The Partnership supports agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing. Head office areas also support a blended working approach.

We celebrate diversity and inclusion in the John lewis Partnership and we are committed to becoming the UK’s most inclusive business, reflecting and connecting with the diverse communities that we serve.  

What will you be doing?

•  Critically evaluate, interpret and prioritise requirements according to business and customer needs

• Delivers Change as part of the JLFS Operating Plan, across both internal business and IT teams, together with 3rd Party Suppliers.

• Identifies opportunities to streamline processes and enable greater operational efficiencies with providers.  Takes ownership of these and drives them through to implementation. 

• Demonstrates knowledge of industry practices and up-to-date business and digital trends when recommending initiatives and solving problems related to changes.

• Establishes and maintains strong relationships with relevant Providers & JLP team using the Governance structure effectively.

What you'll have:

• Extensive experience in Change Assurance, Business analysis and Financial Services

• Experience of stakeholder management in a Matrix environment

• Previous experience of a customer centric role

• Understanding of digital customer experience and process.

• Demonstrable experience of working with 3rd party providers