Business Transformation Analyst - 12 Months

Business Transformation Analyst - 12 months £54,314 per annum Chelmsford Temporary Full-Time 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. Benefits
• The salary for this post will be £54,314 Per Annum.
• Learning and development opportunities
• Healthcare cash plan
• Robust employee reward and recognition programme
• Free and confidential Employee Assistance Programme
• Volunteering programme
• Competitive pension scheme
• 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. LNKD1UKTJ