Customer Experience & Process 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

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