Customer Journey & Process Transformation 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

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.