IVR Analyst

IVR Analyst

Salary : £41,400 - £51,750

Location : Edinburgh, Peterborough or Bristol

Who are Diligenta? Diligenta's vision is to be acknowledged as Best in‑class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role This is a brand‑new role to Diligenta and a truly exciting time to join them on their journey of continuous improvement. This role is ideal for someone who thrives on driving operational excellence. As the IVR Analyst, you’ll act as a subject‑matter expert in Lean methodologies, partnering with stakeholders across the organisation to enhance processes and uncover new opportunities for efficiency with their IVR systems. A key part of the role focuses on advancing self‑service within the Contact Centre Utility, including identifying and delivering IVR‑led ID&V and self‑service solutions, as well as supporting the shift toward digital channel deflection.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits / resources to support your mental / physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection
• Apply to find out about our other benefits

What you’ll be doing

• Facilitate in‑person and virtual workshops to understand current processes and generate improvement ideas.
• Map workflows, identify inefficiencies, and recommend streamlined solutions to enhance service delivery.
• Support end‑to‑end improvement projects, applying structured methodologies and quantifying benefits.
• Use data analytics to uncover insights, trends, and opportunities for continuous improvement.
• Develop and maintain processes and procedures to drive consistency and operational efficiency.
• Stay up to date with industry best practices, BPM methodologies, and regulatory requirements.
• Assist the Lead Self‑Serve with designing and optimising IVR journeys, including ID&V, routing, and transactional self‑service.
• Contribute to the development and optimisation of ChatBots and virtual agents across voice and digital channels, collaborating with AI and data science teams.
• Help ensure a cohesive self‑service experience across all channels and support integration with CRM, knowledge bases, and workflow systems.

What we’re looking for

• This role requires a blend of strategic vision, technical expertise, and a proven track record in managing large‑scale transformation initiatives. With a strong focus on implementing innovative digital solutions, optimizing operational processes, and fostering a culture of continuous improvement.
• Extensive experience working at an IVR analyst in a similar role, ideally within the financial services sector, or a similar highly regulated environment.
• Experience working as an IVR analyst on a new telephony system implementation - NICE telephony system or similar.
• Extensive experience working on automation of IVR processes.
• Excellent process / domain knowledge
• Excellent communication & interpersonal skills
• Proficiency in process mapping
• Strong problem‑solving skills
• Proficient in using data analysis
• Stakeholder collaboration

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

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