Business Analyst - Castle Point Borough Council

The role is key to supporting the successful implementation of a new Customer Relationship Management (CRM) system; new customer journeys and processes will be designed to adopt consistent approaches across the Council and support our goal to enable enhanced self-service and digitally based services. The role will also provide analytical support for other improvement activities when required.,

• Identifying, leading and supporting innovation and project activities that support service improvement in line with the corporate strategy and associated corporate policies
• Review and re-design new customer journeys and back-office processes to address customer service issues and improve service efficiency and effectiveness
• Provide analytical support to assess cases for change, develop logical system designs and identify user requirements
• Working with stakeholders to improve process review and design capability across the Council's workforce, including training & development
• Lead on creation and maintenance of any documentation / training materials relating to business process mapping and re-engineering
• Supporting the Project Manager to deliver a new CRM system by reviewing and re-designing customer journeys and back-office processes to be implemented as part of the project delivery plan, challenging resistance to change from the service areas
• Responsible for undertaking small stand-alone projects to improve service delivery efficiency and effectiveness
• Work with other members of the Policy, Performance and Projects team to support elements of their work that require analytical input
  
  Educated to degree level or equivalent by experience.
• Knowledge of the Microsoft Office and other tools available to support data analysis and process / systems development.
• Ability to analyse data and interpret customer information, highlighting relevant trends or issues to managers to support informed decision making.
• Excellent collaboration and communication skills.
• Ability to work at pace, manage multiple assignments concurrently and take a pragmatic approach when required to meet challenging deadlines and competing demands.
• A self-starter with the ability to manage and prioritise own workload in a busy environment.
• Previous experience of reviewing, designing, implementing and supporting complex business insight and analysis in a leading role.
• Proven experience of reviewing and re-designing customer journeys and identifying and delivering service improvements.
• Proven experience of working collaboratively with a diverse group of stakeholders.
• Proven experience of challenging the status quo and resisting "push back" from services areas that resist changes to the way that they work.
• Experience of working as part of multi-disciplinary teams and in a matrix environment.
Castle Point Borough Council is proud to be a disability confident Leader. We're committed to interview all disabled applicants if they meet the minimum requirements of the job. We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying. Please speak to our Recruiters if you require any reasonable adjustments during the process.

Why Castle Point? Castle Point Borough Council is a statutory body responsible for employing nearly 350 staff, and delivering over 150 council services, both statutory and for the community's well-being and benefit. Castle Point Borough Council aims to provide high-quality and financially sustainable services while prioritising outstanding customer service, transparency in decision-making, and promoting local democracy. Additionally, the council seeks to transform, modernize, and improve its performance, as well as support and enable the communities within its jurisdiction to be strong, healthy, and thriving.