Business Transformation Analyst

Delta Housing; Chelmsford; Hybrid; GBP 49,000 - 60,000; Full time

Benefits offered by this job

Learning and development opportunities

Employee recognition programme

Employee assistance programme

Volunteering programme

25 days annual leave

Hybrid working policy

Flexible hours

Job summary

Delta Housing Ltd. is seeking a Business Transformation Analyst to design and improve customer-facing and colleague-enabled services across the organisation.

The role uses 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 journeys, identify pain points, redesign

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.

• The salary for this post will be £54,314 Per Annum.
• Learning and development opportunities
• Robust employee reward and recognition programme
• Free and confidential Employee Assistance Programme
• Volunteering programme
• 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.