Business Process Analyst

Talentedge; Bath; Hybrid; GBP 40,000 - 44,000; Full time

Job summary

Talentedge is partnering with an established housing organisation in Bath to recruit a Business Process Analyst. The role focuses on operational and digital transformation, mapping customer and process improvements across repairs, lettings and tenancy management.

You will work with stakeholders across operations, customer and technology teams to identify pain points, design as-is and to-be processes, and support CRM releases with testing and training.

Qualifications

• Strong experience analysing, mapping and redesigning business processes.
• Excellent stakeholder management and workshop facilitation skills.
• Knowledge of CRM platforms, digital transformation or customer journey improvement.
• Confidence using process mapping and documentation tools.
• Understanding of Lean or Six Sigma methodologies.
• Experience using data and insight to identify problems and demonstrate impact of change.
• Strong communication skills with the ability to translate complex processes into practical recommendations.

Responsibilities

• Map and analyse customer and operational processes across repairs, complaints, contact centres, lettings and tenancy management.
• Identify bottlenecks, manual workarounds and opportunities for automation or system improvements.
• Collaborate with data teams to ensure CRM supports profiling and case tracking.
• Create as-is and to-be process maps and supporting documentation.
• Facilitate workshops with teams and stakeholders to gather requirements.
• Support CRM releases, new workflows, testing and training for transformation initiatives.

Tools

CRM platforms

Job description

Business Process Analyst | Leading housing association

South West: Bath

Hybrid: 2/3 days in the office

Salary: Range is £40,000-£44,000

Permanent, full time

Talentedge is partnering with an established business that puts social purpose at their heart. The business is proud to be among the UK’s top 100 companies to work for. They are looking for an experienced Business Process Analyst to support a programme of operational and digital transformation.

This is an opportunity to play a role in improving how services are delivered to customers, working across operational, customer and technology teams to identify and implement process improvements that are aligned with their values and strategic objectives.

As a Business Process Analyst, you will work closely with stakeholders across the organisation to understand customer journeys and identify pain points to develop practical improvements.

The Role

• Mapping and analysing customer and operational processes, including areas such as repairs, complaints, contact centres, lettings and tenancy management.


• Identifying bottlenecks, manual workarounds and opportunities for automation or system-enabled improvement.


• Work with data and insight teams to ensure CRM supports the customer profiling we have developed and case tracking, removing complicated processes.


• Creating clear as-is and to-be process maps and supporting documentation.


• Facilitating workshops with teams, managers and other stakeholders to gather requirements and challenge existing ways of working.


• Supporting CRM releases, new workflows and wider transformation initiatives through testing, training and communications.

About you

• Strong experience analysing, mapping and redesigning business processes.


• Excellent stakeholder management and workshop facilitation skills.


• Knowledge of CRM platforms, digital transformation or customer journey improvement.


• Confidence using process mapping and documentation tools.


• An understanding of continuous improvement methodologies such as Lean or Six Sigma.


• Experience using data and insight to identify problems and demonstrate the impact of change.


• Strong communication skills, with the ability to translate complex processes into clear, practical recommendations.

Experience within housing, local government, the wider public sector or a not-for-profit environment would be advantageous but is not essential!

Why Apply?

This is a chance to join an organisation going through meaningful transformation where your work will have a direct impact on both operational performance and the customer experience. You will have the opportunity to influence how services are designed, challenge inefficient ways of working and help shape processes that are simpler, consistent and better supported by technology.