Operational Excellence Analyst

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role.

The Operational Excellence Analyst is responsible for turning customer and operational insight into practical improvements that strengthen performance and reduce avoidable demand.

This role sits within Operational Excellence and focuses on identifying issues, mapping processes, designing improvements and supporting their delivery through established planning forums. The emphasis is on execution, follow-through and measurable impact rather than high-level strategy.

Working closely with Service Operations, Product and Technology teams, the role ensures improvement activity is structured, evidence-led and embedded into day-to-day operations.

What you'll do.

Insight and Analysis

• Use conversational analytics and operational reporting to identify emerging issues and repeat contact drivers.
• Translate data into clear problem statements, supported by evidence and impact sizing.
• Maintain a structured log of improvement opportunities and support prioritisation discussions.
• Identify root causes through structured analysis rather than surface-level symptoms.
• Quantify both financial and operational impact of proposed and delivered improvements.

Process Mapping and Design

• Map current state processes to identify inefficiencies, rework and points of friction.
• Design practical, simplified future-state processes in collaboration with operational teams.
• Identify automation opportunities and support the development of basic business cases.
• Define clear operational requirements for agreed changes.
• Apply structured continuous improvement principles (e.g. root cause analysis, waste reduction, standardisation).

Improvement Delivery

• Support the delivery of improvement initiatives through business-wide iteration planning.
• Validate that process, policy, training and tooling updates are completed before go-live.
• Track progress, manage actions and ensure agreed changes are implemented.
• Work with operational leaders to embed improvements into day-to-day ways of working.
• Lead post-implementation reviews and document lessons learned.
• Ensure post-implementation review and measurement of impact.

Stakeholder Collaboration

• Build effective working relationships across Service Operations, Product and Technology.
• Present findings clearly and concisely to both operational and cross-functional stakeholders.
• Support alignment and maintain momentum on agreed initiatives.

What we’re looking for.

• Experience in operational improvement, continuous improvement, or operational analysis within a customer-focused environment.
• Strong analytical skills with the ability to interpret data and identify trends.
• Ability to quantify financial and operational impact of initiatives.
• Experience in process mapping and practical process improvement.
• Experience working with conversational analytics tools.
• Experience using Looker (desirable, not mandatory).
• Comfort working cross-functionally and influencing without formal authority.
• Project or change management capability, with strong organisational discipline.
• A pragmatic, delivery-focused mindset with attention to detail and follow-through.

Benefits.
Compensation & Savings:

• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Physiotherapy.
• Advanced cancer cover.
• Employee Assistance Programme including:
  • Unlimited mental health sessions.
  • 24/7 remote GP & physiotherapy.
  • 24/7 helpline for emotional &…