CoE Service Improvement Analyst

Custodia is a UK based company, founded in 2017, with wider presence in North America, Europe and Asia both directly and through strategic partnerships.

 

Our current key offering is the CC1 (Compliance Cloud One) service which records, stores and normalizes any type of communications data. This includes many common platforms such as phone email, SMS, phone calls, Microsoft Teams, WhatsApp and WeChat amongst many others. This allows companies to communicate in a compliant manner, whilst driving greater data-driven insights from the data they already have to store.

 

As a CoE Service Improvement Analyst, you will play a critical role in modernising and optimising the CoE Customer Service function through data-driven insights, automation, and Microsoft Azure–based solutions. You will analyse service performance, identify opportunities for optimisation and automation, and implement scalable process improvements that enhance customer experience and operational efficiency.

 

Working closely with the CoE Customer Service Manager, Technical Support teams, and wider business stakeholders, you will act as a bridge between business requirements and technical solutions. This role is ideal for an analytically driven professional with a strong interest in Azure, Microsoft technologies, service automation, and continuous improvement.

 

Key Responsibilities

Service & Process Improvement

 

  • Analyse end-to-end customer service workflows to identify inefficiencies, bottlenecks, and opportunities for optimisation.
  • Design, document, and implement process improvements aligned with ITIL/Lean/continuous improvement principles.
  • Leverage Microsoft and Azure-based tools to improve service consistency, speed, and quality.
  • Ensure improvements are scalable, repeatable, and aligned with business and customer experience objectives.

 

 

Data Analysis & Reporting

 

  • Analyse operational data, service metrics, and customer feedback to identify trends, risks, and improvement opportunities.
  • Build and maintain dashboards and reports using tools such as Power BI, Azure Monitor, or ticketing-system analytics.
  • Automate the delivery of KPI reports and insights to stakeholders using Power Automate and system-native reporting.
  • Translate data insights into clear, actionable recommendations for management.

 

 

Service Automation & Systems Enablement

 

  • Identify opportunities to automate service processes using Power Automate, Logic Apps, or ticketing-system workflows.
  • Design, test, and deploy automations that reduce manual effort and improve service response times.
  • Build and maintain workflows within the ticketing platform (e.g., incident routing, escalation, SLA tracking).
  • Configure and manage KPIs and performance metrics for service agents using system dashboards.
  • Train and enable service teams on new tools, workflows, and system enhancements.

 

 

Azure & Microsoft Technology Utilisation

 

  • Support service improvements using Microsoft Azure services, including:
    • Power Platform (Power BI, Power Automate, Power Apps)
    • Azure Logic Apps and Azure Functions (where applicable)
    • Azure Monitor / Application Insights (for service performance visibility)
  • Collaborate with technical teams to ensure service tooling integrates effectively with backend systems.
  • Maintain awareness of Microsoft best practices and emerging Azure capabilities relevant to service operations.

 

 

Project & Change Implementation

 

  • Act as the service-facing lead for new product or system rollouts within the CoE Customer Service team.
  • Lead or support service improvement and automation projects from discovery through implementation and adoption.
  • Coordinate testing, documentation, training, and go-live activities.
  • Measure the success of implemented changes and continuously refine solutions based on performance data and feedback.

Required Skills

  • High school diploma or equivalent; bachelor’s degree in Technology, Information Systems, Business, or related field is advantageous.
  • 2+ years’ experience in a customer service, service operations, or service improvement role.
  • Strong analytical and problem-solving skills with the ability to interpret service data.
  • Experience using ticketing systems and customer service platforms.
  • Strong written and verbal communication skills in English.
  • Ability to document processes and communicate technical changes to non-technical users.

Desired Skills

  • Hands-on experience or strong interest in Microsoft Azure and Power Platform technologies.
  • Experience with:
    • Power BI reporting and dashboards
    • Power Automate / workflow automation
    • Service KPI management and SLA reporting
  • Familiarity with process improvement methodologies (Lean, ITIL, Six Sigma, or similar).

What We Offer

  • Competitive salary
  • Private Health and Dental Care (BUPA)
  • Free On-Site Gym
  • Free access to Udemy
  • Employee Assistance Programme
  • Free parking
  • Smart Casual dress
  • Opportunities for professional growth and advancement
  • Dynamic and innovative work environment
  • Opportunity to make your mark in a high-growth industry
  • A beautiful office in the historic Cheshire town of Knutsford, with easily accessible public transport links to Manchester and Chester

This role is on-site, based at our office in Knutsford.

Shift Times: 8:30am - 5:30pm

Reports Into: CoE Customer Service Manager

 

To apply for this role, please send a covering letter and CV to careers@custodiatechnology.com