Business Improvement Officer

Rotherham-Metropolitan-Borough-Council; Rotherham; On-site; GBP 40,000 - 43,000; Full time

Job summary

Rotherham Metropolitan Borough Council is recruiting a Business Improvement Officer to support transformational change in the Corporate Services directorate. You will analyse customer demand, map user journeys and assess service performance data to target improvements and improve customer experience.

Based in Rotherham, the role requires delivering insight-driven recommendations within a fast-paced programme, driving efficiency and better service outcomes.

Responsibilities

• Analyse customer demand, user journeys and service performance data to identify opportunities for improvement.
• Establish baselines, identify pain points and process inefficiencies.
• Support development of solutions that improve customer outcomes and streamline processes.
• Manage competing priorities across multiple projects in a fast-paced transformation programme.
• Provide insight-driven recommendations to contribute to programme objectives and benefits.

Job description

Business Improvement Officer

Salary £40,444 - £43,149

Contractual hours 37 Basis Full time

Region Rotherham

Job category/type Customer Services

Date posted 29/10/2026

Job reference REQ24293

Job description

Directorate: Corporate Services

Temporary fixed term until 30 June 2028, Full time, 37 Hours per week.

This is an exciting opportunity to work within the corporate Customer Services team playing a key role in the delivery of new digital and technical solutions that improve customer experience and modernise the way Council services are delivered.

Working closely with service areas, digital teams and key stakeholders, you will provide the insight and analysis needed to shape, design and implement transformational change. You will analyse customer demand, user journeys, and service performance data to identify opportunities for improvement, helping to ensure that new technology solutions are targeted at the areas of greatest impact.

Using both qualitative and quantitative analysis, you will establish service baselines, identify pain points and process inefficiencies, and support the development of solutions that improve customer outcomes, streamline processes, and increase operational efficiency.

As part of a fast-paced transformation programme, you will manage competing priorities, work across multiple projects, and ensure that insight-driven recommendations contribute to the successful delivery of programme objectives and benefits.

We're looking for a proactive and analytical individual who is passionate about transformation, customer experience, and using data to drive change. If you want to help deliver innovative digital solutions that make a real difference to customers and services, we'd love to hear from you.

Shortlisting: W/C 30th November 2026

Interviews: W/C 7th and 14th December 2026

This post will have access to the Public Services Network, if successful you will be required to apply for a disclosure of criminal records check at the Basic level (unspent criminal convictions).

Rotherham Metropolitan Borough Council is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. For further information, please visit our website.

Head Office
Riverside House
Main Street
Rotherham
S60 1AE