At a Glance
- Tasks: Lead the transformation of contact management processes and implement innovative technologies.
- Company: Join a forward-thinking council dedicated to modernisation and efficiency.
- Benefits: Flexible hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and agile methodologies.
- Why this job: Make a real difference in local government by enhancing customer experiences.
- Qualifications: 10 years in business analysis, with local government experience and lean certification.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking an exceptional individual to join us as an interim Senior Business Analyst. This role is an exciting opportunity to play a pivotal part in one of the council’s extensive modernisation programmes, bringing together new processes, new technology and new organisation structures.
Fixed Term Contract for 3 months (+3 as required) 37 Hours per Week. This is a hybrid role and needs to be on-site as required (likely to be at least 2 days per week).
Brief overview of the Contact Management Programme
The current contact management model is dispersed, with activity spread across the directorates leading to multiple front doors. This model is inefficient, costly and provides an inconsistent experience for users. We need to change this and are looking to implement a new contact management operating model which will reduce the number of direct contacts into service areas, allowing them to be properly filtered and directed to a successful resolution. The new operating model will be grounded in the introduction of new Voice Automation (VA) and Customer Relationship Management (CRM) technologies to enhance our offering when customers contact the Council. We’re looking for VA to appropriately answer, filter, and resolve non-complex questions, and we’re looking for the CRM system to draw together data from across the organisation to generate a single view of the customer and provide a more efficient and smoother experience for service users, reducing the need for multiple contacts.
Description of the job role and its main responsibilities
In order to successfully deliver this programme we need an experienced, motivated, self-starting business analyst with the qualities and skills to cover a lot of ground rapidly and produce quality products. The main outputs are expected to be a full understanding of how services receive, manage and fulfil requests including the issues, complexities and nuances that arise. It is expected that this role will also identify process improvements and work with the team in an agile way to design and implement new processes in the technology platforms.
Key experience and skills required
- 10 years’ experience of practical business analysis
- 5 years’ practical experience of business analysis in local government
- Ability to operate under own initiative
- Lean certification – ability to identify waste in processes and remove it
- Ability to identify and convey FTE related efficiency benefits in a clear business case input
- Strong stakeholder management skills
- Ability to look at a council service and see the issues and translate that through the full BA cycle into benefits to be realised
- Experience with implementing Voice Automation and market leading CRM
- Ability to understand and optimise our customer journeys
- Ability to transfer knowledge of outcomes and methods to team members and key stakeholders
Senior Business Analyst employer: Aatom Recruitment
Join us as an interim Senior Business Analyst and be part of a transformative journey within the council's modernisation programme. We offer a collaborative work culture that values innovation and efficiency, providing you with the opportunity to make a significant impact while enjoying flexible hybrid working arrangements. With a focus on employee growth and development, you'll have access to resources that enhance your skills in a supportive environment, making this role not just a job, but a meaningful career move.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Business Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for a Senior Business Analyst role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by researching the company and its current projects. Show them you’re not just another candidate; you’re genuinely interested in their modernisation programmes and how your skills can help streamline their contact management model.
✨Tip Number 3
Practice your problem-solving skills! As a business analyst, you’ll need to demonstrate your ability to identify issues and propose solutions. Use mock scenarios to showcase your analytical thinking and how you can bring value to their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Senior Business Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Business Analyst role. Highlight your relevant experience, especially in local government and business analysis. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past successes and how they relate to the Contact Management Programme.
Showcase Your Skills:Don’t forget to showcase your key skills like stakeholder management and process improvement. We’re looking for someone who can hit the ground running, so make sure we see that you have what it takes!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at Aatom Recruitment
✨Know Your Stuff
Make sure you brush up on your business analysis skills, especially in the context of local government. Familiarise yourself with Voice Automation and CRM technologies, as these are key to the role. Being able to discuss specific examples from your past experience will show that you’re not just knowledgeable but also practical.
✨Understand the Programme
Dive deep into the Contact Management Programme mentioned in the job description. Understand its goals and challenges. Be prepared to discuss how you would approach improving the current model and what strategies you would implement to enhance user experience.
✨Showcase Your Stakeholder Skills
Stakeholder management is crucial for this role. Think of examples where you've successfully managed stakeholders in the past. Be ready to explain how you navigated complex relationships and ensured everyone was on board with changes or improvements.
✨Be Agile and Adaptable
This role requires a self-starter who can work in an agile environment. Prepare to discuss your experience with agile methodologies and how you’ve adapted to changing requirements in previous projects. Highlight your ability to identify process improvements quickly and effectively.
