Senior Business Analyst
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
Reference: 52360544
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