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.
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Business Transformation Analyst in Chelmsford employer: Delta Housing
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