Customer Experience Business Analyst

Hull City Council is looking for a motivated and analytical Business Analyst to join our Customer Services team and help shape the future of how we deliver services to residents. As a Business Analyst, you will play a key role in identifying opportunities to improve customer experiences, streamline processes and support service transformation across Customer Services. Working closely with managers, frontline teams and stakeholders, you will gather and analyse data, review existing processes and develop recommendations that will improve performance and enhance outcomes for customers.

The successful candidate will have strong analytical and problem-solving skills, with the ability to interpret information and present clear, evidence-based recommendations. You will be confident engaging with a wide range of stakeholders, facilitating discussions and documenting requirements. Experience of process mapping and business analysis methods and techniques would be highly desirable.

This is an exciting opportunity to contribute to a customer-focused organisation that is committed to continuous improvement and delivering high-quality services to the people of Hull. You will work in a collaborative environment where innovation is encouraged, and your ideas can have a genuine impact on service delivery.

We are looking for someone who is organised, proactive and committed to achieving positive results. You should be able to manage multiple priorities, work independently when required and build effective working relationships across the organisation. Knowledge of local government services or customer service environments would be beneficial, although not essential.

If you are ready to use your analytical skills to help improve services for residents and support meaningful organisational change, we would love to hear from you.

ROLE AND PURPOSE

The Business Analyst will provide business analysis to support Customer Experience Managers, and key service area contacts, in redesigning or creating new online services, informed by customer profile information and performance data. Working to the Council’s Customer Engagement Strategy, identify, analyse, and map current end to end processes to highlight opportunities for improvement based on the key deliverables for customer services, using tools such as Viso or other mapping/flow solutions.

Liaise with Customer Experience Managers and service area representatives to investigate and map new processes based on analytical data, with accessible self-service at their core, including all access channels. As well as identifying possible new ways of working, suggest appropriate systems and tools available, challenging where appropriate processes that could be further improved.

Assist managers to design processes that allow the benefits to be identified and tracked.

PRINCIPAL ACCOUNTABILITIES:

• Create business process maps and customer journey maps of current and new processes to reflect identified improvements.
• Assist in ensuring processes designed and mapped meet all statutory requirements.
• Work with service area contacts, managers, and Data Analysts to design new processes with self-service and accessibility at their heart. Providing constructive feedback to ensure that objectives are met.
• Build effective relationships with service area representatives, colleagues, and partners.
• Produce detailed maps and flow diagrams showing all customer touch points, using relevant software and systems that are easily understood based on findings of the Data Analyst and analytical research.
• Create processes that allow improvement outcomes to be monitored and reported on. Present and explain processes to relevant project team members in clear terms using the most appropriate format.
• Assist the CET managers with process improvements through understanding the corporate suite of tools available to make required improvements.
• Undertake regular observation of front-line staff and back-office operation teams to assist with identifying current processes and areas requiring improvements.
• Lead on the implementation of specific work packages across various projects as assigned. This requires a high level of self-supervision and expectation of making own decisions as to how to proceed daily. This involves working collaboratively with team members to ensure project objectives are met.
• The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy.

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. Online searches, including social media, may be carried out as part of the recruitment process.