Senior Business Analyst

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.

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 Council’s 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.

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