Description

Business Transformation Analyst - 12 months £54,314 per annum Chelmsford Temporary Full-Time We are looking for a Business Transformation Analyst to support the design and improvement of customer-facing and colleague-enabled services across Delta. The role will use customer insight, service design techniques and process improvement methodologies to create simpler, more efficient and customer-centred services. Working across operational teams, digital delivery, customer services and transformation programmes, the CX Designer will map end-to-end customer journeys, identify pain points, redesign processes, develop future-state customer journeys and support the implementation of service improvements that enhance both customer and colleague experience. What you'll be doing * Map current ("as-is") and future ("to-be") customer and colleague experiences. * Gather and analyse customer, colleague and stakeholder feedback from multiple sources. * Identify customer pain points, service failures, duplication, and inefficiencies. * Translate customer and colleague insight into actionable improvement opportunities. * Use qualitative and quantitative evidence to support service design recommendations. * Develop customer journey maps, service blueprints and experience frameworks to support transformation initiatives. What we are looking for * Proven experience of service design, customer experience design or business process improvement. * Experience of mapping customer journeys and business processes. * Strong workshop facilitation and stakeholder engagement skills * Ability to analyse complex problems and identify practical solutions. * Ability to influence stakeholders at all levels of the organisation. Please note the office expectancy of this role is as follows: This role is hybrid and will require you in the office a minimum of 1 day a week or as per business need. Benefits * The salary for this post will be £54,314 Per Annum. * Learning and development opportunities * Healthcare cash plan * Robust employee reward and recognition programme * Free and confidential Employee Assistance Programme * Volunteering programme * Competitive pension scheme * 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum. * 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at Delta Housing Ltd. Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment