Specialist, Change Demand & Service Improvement

Specialist, Change Demand & Service Improvement

Externally this role might also be known as Service Improvement Specialist, Change Analyst, Continuous Improvement Specialist or Business Improvement Analyst.

Mission Statement & Summar y

Our Change Demand & Service Improvement team is evolving, bringing together change demand, service improvement, problem management, IT and third-party change, and customer remediation. This is an opportunity to join at an exciting point in that journey and help shape how we identify problems, manage change and continuously improve the services we provide.
You’ll turn operational insight, recurring issues and business needs into clearly defined improvement activity. From understanding the root cause of a problem and writing clear problem statements to coordinating remediation, navigating change approvals and making sure actions reach completion, you’ll help bring greater structure and consistency to change across NewDay. The team is still developing, so you’ll also have the opportunity to improve processes, controls and governance rather than simply inherit established ways of working.

What You’ll Be Doing

- Investigate and define service and operational issues, using data and business insight to understand root causes and create clear, actionable problem statements.

- Coordinate improvement and remediation activity, bringing together the right colleagues across NewDay and third parties to establish ownership, actions and next steps.

- Support change demand and approvals, helping assess impact, dependencies, risk and expected outcomes before activity progresses through the appropriate route.

- Strengthen processes and governance by identifying opportunities to simplify ways of working, improve controls and bring greater consistency to a growing function.

- Track activity through to completion, using tools such as Jira and Jira Service Management to maintain visibility of actions, risks, decisions and outcomes.

Essential Skills

- Strong analytical and problem-solving skills, with the ability to take complex information and turn it into clear problems, recommendations and actions.

- A process-driven approach and excellent attention to detail, particularly when working with controls, governance and multiple pieces of activity.

- Experience contributing to change, service improvement, process improvement, problem management or operational improvement.

- Confidence working collaboratively across different teams, challenging constructively and ensuring agreed actions maintain momentum.

- The ability to work independently, learn quickly and adapt, particularly within an environment where processes and ways of working continue to evolve.

We’d Love You To Know Or Learn

- Experience using Jira, Jira Service Management or similar workflow and service-management tools.

- Knowledge of structured problem-solving or improvement approaches such as root cause analysis, ITIL, Lean, Six Sigma, systems thinking or process mapping.

- Understanding of change governance, demand management and change approval processes.

- Exposure to customer remediation, operational risk, controls or service improvement within a regulated environment.

- Experience defining measures of success and benefits, helping demonstrate whether an improvement has delivered the intended customer, colleague or operational outcome.

Why NewDay?

- Help shape a growing function, with genuine opportunities to improve processes, controls and ways of working as the team evolves.

- Gain broad exposure across change, service improvement, problem management, remediation and different areas of the NewDay business.

- Build your expertise through varied work, with the opportunity to learn new methodologies, systems and approaches rather than needing to know everything from day one.

- Work with modern tools and technology, including Jira, Jira Service Management and emerging opportunities to use AI and Copilot to improve how we work.

- See the impact of your work, helping resolve recurring problems and deliver sustainable improvements for our customers, colleagues and services.

At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of protected characteristics or identities. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process.

Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you.

We work with Textio to make our job design and hiring inclusive.

Permanent