You'll be responsible for ensuring that systems in place for complaint and service management derive maximum efficiency and effectiveness for end users.
You will be devising business requirement documents for complex changes and managing senior stakeholders, developers and testers to drive forward system and process improvements.
You will also develop programmes that support automations of basic processes at all enhancing the customer experience. Your key focus will be providing robust and innovative solutions to meet the fast-moving needs of the business.
Requirements
Minimum Qualifications and Experience:
Bachelor's degree in Computer Engineering, Computer Science, similar technical field of study, or equivalent practical experience.
Experience of successfully delivering large software projects in challenging environments e.g., multiple vendors, technologies, geographies
Experience of leading diverse teams across the full software development lifecycle
Experience working in, or delivering change for telecommunications customer complaints environments (e.g., complaint intake/triage, root cause analysis, resolution processes, and supplier-led fault/repair complaints)
Excellent communication and the ability to manage senior stakeholders
Promote a culture of creativity, knowledge sharing and growth
Knowledge and experience of the SAP software development lifecycle
Experience of improving customer front end systems - UX design
Ability to analyse large volumes of complex data and derive solutions to problems
Preferred Qualifications and Experience:
Master's degree in Computer Engineering, Computer Science, or similar technical field of study
Ability to architect and design end to end solutions involving multiple technologies
Experience of SCRUM/Agile
Knowledge and understanding of the UK Energy Retail Market
Knowledge and understanding of complaints drivers and controls (e.g., customer experience pain points, repeat contacts, service credits/compensation, Ofcom requirements, and regulated complaint reporting and/or ombudsman escalation)
Experience in a complaints/Customer Service business improvement environment
Experience of using and building Power BI reporting
Benefits
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.36 days annual leaveHoliday Purchase - perfect your work/life balance with extra annual leaveShare SchemesPayroll Giving and Charity Matched FundingTechnology Vouchers - save more and spread the cost of your technology purchasesElectric Vehicle Schemes - to help you transition to green/clean drivingCycle to Work scheme and Public Transport Season Ticket LoansHealthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health AssessmentsLife Assurance (4x salary)Access to Savesmart financial wellbeing supportPlus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and moreWhy ScottishPowerScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resoHealth insuranceDental insurancePerformance bonus
Additional Information
Job Title: SAP Business Process Expert
Location: Aspect House, Blantyre (Hybrid)
Salary: From £59,200 per annum + up to 15% bonus, private health cover + other excellent benefits
Closing Date: 21.06.2026
Help us create a better future, quicker
ScottishPower's SAP Business Process Experts play a key role in driving our roadmap of improvements to help deliver the best possible experience to our customers. In this role, you will be responsible for delivering significant system and process changes to support business improvements within the Complaints teams, spanning across multiple technologies and 3rd party vendors and supporting both Energy and new product customer journeys. We are looking for IT professionals with strong technical and stakeholder management skills to join our Complaints Business Transformation team.
Iberdrola · Blantyre, UK