CX Improvement & Implementation Analyst

Title: CX Improvement & Implementation Analyst Location: Manchester, UK

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure

The role
Help us make every customer and colleague interaction accurate, simple and consistent. As our CX Improvement & Implementation Analyst, you will help deliver commercial projects, customer experience improvements and business change. You will connect the dots between people, processes, systems and insight, making sure great ideas are implemented well and the information our customers and teams rely on stays clear, accurate and up to date.

What you’ll do
● Improve customer journeys and processes: Partner with the Head of CX to map customer journeys and current processes, spot friction points, identify opportunities across activation, onboarding, retention and advocacy, develop evidence-based business cases and share progress with senior stakeholders.
● Bring commercial initiatives to life: Support pricing changes, product and proposition launches and retention activity, from requirements and impact assessments through to launch and review, alongside Operations, Commercial and Technical teams.
● Help deliver major transformation: Support customer technology and transformation programmes through planning, requirements, gap analysis, testing, sign-off and go-live, tracking dependencies, risks and milestones along the way.
● Make change stick: Coordinate changes to pricing, products, processes, app features and regulations across teams, systems, content and communications, ensuring everything is ready and checked before launch.
● Show the difference: Use data, customer insight and colleague feedback to prioritise opportunities, measure improvements in efficiency, cost and customer experience, and keep essential knowledge accurate and current.

What we’re looking for
You are curious, organised and confident, turning complex challenges into practical solutions. You can juggle several priorities without losing sight of the detail, communicate clearly with different audiences and enjoy working with others to get things done. Experience in project or programme delivery would be particularly valuable.

What you’ll bring
● Experience planning, tracking and delivering projects or workstreams, including risks, dependencies and reporting
● Clear, engaging written communication for customers, colleagues and senior stakeholders.
● Experience in process improvement or business analysis, including mapping journeys or processes and identifying opportunities.
● A structured approach to prioritising competing demands and managing a backlog.
● Strong analytical skills to diagnose issues, build the case for change and measure outcomes. • Commercial awareness of how pricing, products and propositions affect customers and the business.
● Confidence in collaborating with Operations, Commercial and Technical stakeholders to agree changes and secure sign-off.
● Excellent attention to detail, particularly around product, pricing and regulatory information. • Comfort using project or work-tracking tools and familiarity with CRM or operational platforms. • Ideally, around 2 to 4 years of relevant experience in CX, operations, commercial, content or project environments.

Even better if you have
● Experience maintaining content in a CMS or knowledge base, or using Contentful, Confluence, monday.com or Jira
● Contributed to a platform migration, system implementation or major transformation
● Supported pricing changes, product launches or customer retention initiatives
● A background in a contact centre, customer experience or operations environment
● Knowledge of project and change management, or an interest in smart home and security technology.

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home.
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

The target annual base pay range for this role is £40,000

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees’ job-related skills, experience, qualifications, work location, and other relevant business factors.

Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits. More details can be found here.

We’re committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.