Business Analyst - Service Design and Reporting

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Service Introduction Team is responsible for design and development of new services to support the introduction of new products and new customer opportunities. Alongside this the team also provides support for service performance reporting for Sensus UK.

This position requires a strategic thinker with a strong analytical background who will play a pivotal part in designing service models and creating robust support structures to enhance our customer offerings. The Business Analyst will work closely with stakeholders to understand business needs, document requirements and design customer-centric service frameworks, and efficient service support models.

They support the transformation of data into actionable insights to drive service enhancements and support decision-making processes.

Responsibilities

• Create detailed service blueprints, journey maps, and process flows to clearly define service interactions and touch points.
• Facilitate workshops, interviews, and focus groups to deeply understand stakeholder needs and translate them into service design specifications.
• Develop and maintain comprehensive reporting and performance measurement tools to track the effectiveness of our services.
• Use data visualization tools to create dashboards that provide clear and actionable insights into service metrics.
• Collaborate closely with the bid management team to provide service design expertise and analytical support for new business opportunities.
• Contribute to the development of compelling proposals by designing service solutions that meet or exceed client expectations.
• Act as a bridge between operations and commercial teams to ensure that service designs are feasible, scalable, and aligned with client needs.
• Identify gaps in current service processes and recommend improvements or new service offerings that meet evolving customer needs.
  
  

Skills/Qualifications/Experience

• Expertise in service design methodologies and tools (e.g., Service Blueprinting, Customer Journey Mapping).
• Familiarity with ITIL or other service management frameworks.
• Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Excellent presentation skills with the ability to convey complex information to non-technical stakeholders.
• Proficiency in data analysis and reporting tools such as Excel, Power BI, or similar platforms.
• Experience working in the water utility industry, specifically smart metering, would be an advantage.
  
  

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.