Customer Solutions Analyst

Date: 16-Jul-2021

Location: London, GB, EC1A 1BB

Company: Royal Mail Group

Job reference number 200062


Customer Solutions Analyst


Full time



Customer Solution Analyst

The Royal Mail Technology team is passionate about delivering high-quality products and outstanding digital experiences to our customers. Cutting edge technology is fundamental and key in helping us achieve our objective to be recognised as the best delivery company in both the UK and across Europe.

Our award-winning Technology team is at the heart of delivering a transformational journey at Royal Mail. The traditional letters business is declining, but our recent performance and the growth in parcels demonstrates that there is an opportunity for Royal Mail that we can capture, but we need to move quickly. By joining Royal Mail you will be helping to implement meaningful change, pushing forward with our transformation to become a more agile and even more customer focused business, while delivering more innovation, products and services for our customers. You will be working for a brand that’s a household name and a critical part of the UK’s infrastructure. 


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



Our technology vision is to “Enable, Digitise, Realise”
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.




For more information on Royal Mail Group click here



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