Digital & Customer Experience Analyst
LET’S CUT STRAIGHT TO IT
At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score – reflecting how much our people love working here.
Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.
If you want to do more, because you care, we want you on our team.
LET’S TELL YOU MORE
As a Digital & Customer Experience Analyst, you’ll sit at the heart of our newly established mid-scale project delivery capability within our Customer Experience function. You’ll work closely with stakeholders across the business and IT to gather requirements, identify opportunities for improvement, and help shape technology solutions to business challenges.
From leading workshops to mapping processes, you’ll use your business analysis and stakeholder management skills to define “as-is” and “to-be” states, produce clear requirements, process flows and functional specifications, and translate business needs into tangible solutions.
You’ll bring a strong track record of working as a Business Analyst within IT-enabled change, with experience supporting the end-to-end delivery of digital or technology solutions. You’ll have proven experience engaging a wide range of stakeholders, building trusted relationships, and confidently facilitating discussions to elicit, challenge and refine business requirements.
You’ll be based at our Severn Trent Centre head office in Coventry working within our Colleague Experience team in the Technology function, with some travel required to other sites depending on the project need. The role is Monday to Friday, 37 hours a week.
HOW WE WORK
You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in-person moments to keep our culture alive, but also understand the flexibility working from home can bring. You’ll usually find us in the office, but working from home is supported when you need it.
WHAT WE’RE LOOKING FOR
You will be comfortable translating complex business needs into clear, structured documentation, ensuring requirements are well understood by both business and technical teams. Your experience will include working across different delivery methodologies, such as Agile or Waterfall, and collaborating closely with engineering teams to ensure requirements are understood, tracked, and delivered effectively.
You will bring strong analytical skills, with the ability to break down complex problems, identify root causes, and recommend practical, value-driven solutions. You will also have experience mapping and improving business processes, helping organisations move from current state to more efficient future state ways of working.
In addition, you will have a good understanding of how technology solutions are delivered and an appreciation of data, systems, and integrations.
Above all, you will bring a proactive, structured approach, with the confidence to challenge where needed, support decision-making, and drive positive outcomes for both the business and its customers.
Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality, as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We’re looking for people who want to get involved, be part of something bigger, and make a difference because they care.
HOW WE’LL REWARD AND CARE FOR YOU IN RETURN
It’s not just a job; it’s a career. We offer benefits that reward great work and award‑winning training to help you reach your potential. You’ll also contribute to the environment and community. Some of our benefits include:
- 28 days holiday plus bank holidays (with the option to buy or sell up to 5 days per year)
- Annual bonus scheme (up to £2,225, subject to eligibility)
- Family-friendly policies, including a year off fully paid maternity and adoption leave
- Leading pension scheme – we double your contribution up to 15%
- Sharesave scheme
- Dedicated training and development through our Academy
- Electric vehicle scheme and retail offers
- Two paid volunteering days per year
LET’S GO
We can’t wait to hear from you. Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.