Service Analyst – Settlement Services

Role Overview

• Support the design, planning and optimisation of settlements services across low‑carbon energy schemes.
• Help improve service delivery and operational performance by analysing current ways of working, defining performance measures, producing clear reporting and supporting effective risk/issue management.
• Conduct research and analysis to identify service gaps, issues, risks and improvement opportunities across settlements services, supporting continuous improvement and operational performance.
• Support discovery activities to understand the current service value chain, processes and pain points and propose practical improvements.
• Help document and maintain service requirements, specifications and operational standards that translate business and regulatory needs into clear service outcomes.
• Model service processes, workflows and interactions to optimise operational delivery (e.g., process maps, service blueprints, user journey maps), and identify needs across people/skills, process/controls, data/reporting and systems/tooling.
• Contribute to ensuring service designs are operable, controlled and aligned to compliance and audit expectations (e.g., evidence, traceability, control points).
• Support the definition, monitoring and reporting of service performance metrics and KPIs to ensure transparency, compliance and optimal service performance.
• Analyse performance data to identify trends, risks and opportunities for improvement, helping inform decision‑making and service optimisation.
• Produce clear internal reporting and dashboards for senior stakeholders, providing visibility of progress, performance, risks and priorities.
• Support management and control of service risks, issues and changes within a dynamic regulatory and operational environment, ensuring clear documentation, escalation and follow‑through.
• Support incident and problem management expectations with service providers, helping ensure incidents are prioritised, communicated and resolved promptly and recurring issues are reduced through robust problem control and error control.
• Support regular internal service reviews with key service partners by gathering feedback, analysing performance signals and contributing to actionable recommendations to improve service outcomes.
• Collaborate across Ops Hub teams and wider stakeholders to ensure settlements services are aligned with business objectives and operational realities.

Requirements

• Experience supporting the design, tracking and interpretation of KPIs/metrics, and producing structured insights for stakeholders.
• Exposure to dashboards, reporting systems and analytics platforms to support ongoing service performance tracking.
• Understanding of service management principles and common practices; ability to work within a controlled, auditable environment.
• Strong communication and stakeholder management skills; able to translate complex information into clear, actionable outputs for varied audiences.
• Confident facilitating and/or supporting workshops, interviews and structured requirement‑gathering to elicit and validate needs and feedback.
• Strong analytical skills to synthesise qualitative and quantitative data into insight and recommendations.
• Strong intermediate/advanced Excel capability (analysis, interpretation and data management techniques).
• Self‑starter: comfortable progressing work with limited guidance and managing priorities in a dynamic service context.
• Practical experience using approaches such as SWOT, PESTLE, and gap analysis to structure findings and recommendations (Desirable).
• Experience analysing services end‑to‑end to identify gaps, risks and improvement opportunities (e.g. value chain, as‑is/to‑be) (Desirable).
• Experience producing clear process maps and service artefacts (e.g., workflows, journeys, service blueprints) to communicate how services work and where improvements are needed (Desirable).
• Design Thinking, Service-Dominant Logic for user-centric and value-driven service creation (Desirable).
• Service blueprints, journey maps and personas for visualising processes and touchpoints is highly desirable (Desirable).
• Understanding of the UK energy policy landscape and regulations, with familiarity in settlements within regulated environments (Desirable).
• Knowledge of CfD and/or Capacity Market schemes, and awareness of CCUS or hydrogen business models (Desirable).
• Understanding of settlement processes and operational delivery within energy markets or similar regulated environments (Desirable).
• Agile, SCRUM or Lean knowledge or experience (Desirable).

Benefits

• Annual performance based bonus, up to 10%
• 25 days annual leave, plus eight bank holidays
• Up to 8% pension contribution
• Financial support and time off for study relevant to your role, plus a professional membership subscription
• Employee referral scheme (up to £1500), and colleague recognition scheme
• Family friendly policies, including enhanced maternity leave and shared parental leave
• Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
• Three paid volunteering days a year
• Season ticket loan and cycle to work schemes
• Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
• Employee resource groups