Customer Solution Analyst

Date: 06-Oct-2021

Location: London, GB, EC1A 1AA

Company: Royal Mail Group

Job reference number 224020


Customer Solution Analyst


Full time




Customer Solution Analyst


We’re passionate about harnessing technology to deliver the best possible results for customers. The business is in an exciting period of transformation and making the most of resources and innovation is fundamental to evolving and delivering the best possible service across the UK and Europe. With a proud history of serving the UK, Royal Mail has been able to thrive by continuously adapting and adopting the most advanced tech. At Royal Mail Technology, we’re playing an exciting role in taking the next steps. 


With so much growth in parcels and e-commerce, we have a vision for the future, and we need talented and ambitious people, like you, to help us get there. We know how to support business and communities - and we need to be agile to achieve our goals. We’re focusing on investing in the tech, processes and people that are going to help us achieve great things together. By joining us, you will be driving meaningful change, pushing forward our transformation to become a more agile and customer focused team. We face new challenges every day. But we overcome them together, which brings incredible satisfaction and reward as we deliver more innovation, products and essential services for millions of customers across the UK


Job Purpose


To respond to the needs of our customers, ensuring that they have efficient and effective connections with RMG systems to support their business with RMG


In this role you will:


  • Work within the identification and implementation of customer solutions integration projects with customers on behalf of RMG
  • Provide effective consultancy for customers in order to agree a suitable customer solution 
  • Engage with RM customers to manage API integrations
  • Resolve customer issues with access/usage of RM APIs
  • Report & manage customer solutions – including all communications with external & internal stakeholders
  • Maintain effective documentation to allow ongoing support to be provided by the customer solutions team
  • Support existing customers and review options for enhancements / changes / alternatives solution offerings
  • Ensure effective liaison and relationship management with the sales teams – allowing identification of customer opportunities that would benefit from IT engagement and ongoing consultancy to maximise customer processes/IT solutions
  • Work effectively within a team of Customer Solutions analysts to ensure customer satisfaction by delivering systems on time to meet business deadline and provide professional support as required
  • Input to key IT customer solutions initiatives as required for new and innovate solutions

Qualifications and experience required:


  • Proven track record in working with external customers to deliver excellent service
  • Experience of process, data mapping, analysis, file transfer protocols, security concepts, interface definition, package configuration, statistical analysis, functional testing, problem analysis/resolution, benefits evaluation
  • Experience working in an API environment or supporting API integrations
  • Experience of influencing individuals and teams
  • Sound working knowledge of web services 
  • Working knowledge of SOAP UI is desirable
  • In depth knowledge of the parcels and express marketplace is desirable
  • Experience within the operational, sales & commercial aspect of parcels and express marketplace
  • Detailed understanding of models of customer solutions in the parcels and express marketplace is desirable
  • Formal training analysis and consultancy is desirable (or proven business experience)
  • Experience of warehouse, depot and call centre processes is desirable




We’re evolving, transforming and working together to innovate and provide a service our customers can trust. This is tech you’d never expect from Royal Mail. 

We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2020 for a 7th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 

We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs. The way we work is evolving and needs to suit everyone, working with us, you can create a flexible and accessible solution that helps you do your best work.


For more information on Royal Mail Group click here



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