About The Job
Salary: £47,351 - £50,725 per annum
Working Pattern: Full time, 37 hours per week
Contract Length: Fixed term, ending 31 March 2022
Location: Remote working and County Hall, Chichester
Interview date: 02 November 2021
This is an exciting opportunity to join West Sussex County Council and be at the heart of delivering excellent customer services which are modern, joined up, easy to find and easy to use.
The Council has strong ambitions to improve its customer experience and deliver services where we put our customer first. The Customer Experience Business Analyst will work within a collaborative team, and support the Customer & Digital Programme Manager who will enable service areas to redesign customer journeys from a customer perspective, where they help solve the underlying cause, rather than just the presenting issue that the customer contacts us for in the first place, taking into account proportionality and cost effectiveness. The role will also be a key player in delivering the Council's Customer Strategy, which includes digital innovation for customer service, automation, digitalisation of back office functions and channel shift, by taking a digital by design approach.
The COVID19 pandemic has accelerated digital take up, and the Council needs to quickly design and deliver services in a new way, services that can be delivered remotely, laying the foundations for the next generation of customers who are 'digital natives', providing services that will meet future customers' expectations.
We are looking for a self-motivated and passionate person who comes from a customer service background with proven experience of bringing improvements, which deliver a good customer experience whilst delivering savings for the organisation. You will have a strong understanding of the needs of customers and how technology can enable a positive customer experience, you will demonstrate commitment to innovation and have a track record of making things happen. Above all, you will need to show that you are passionate about making it easy for our customers to interact with public services in West Sussex.
You will have excellent communication and interpersonal skills; demonstrable experience and awareness of current Contact Centres operating models, customer service approaches, customer service theories, business analysis, project, change management techniques and service redesign that bring efficiencies; a track record of working across multiple teams/organisations and securing expert input when required; and the ability to confidentially and credibly challenge the status quo.
Experience and Skills
You will provide significant input and support into major change initiatives. You will have previous experience of building relationships with Programme, Project team leads and stakeholders, ensuring that they have the full analysis of the impacts of change including the assessment of the financial and service benefits.
- Ability to accurately analyse information, data analytics and business processes, operate in a timely and efficient manner and with minimal errors
- Experience in conducting research/data analysis, both internal and external and present the results clearly and creatively
- Ability to evaluate service improvements, profitability, risk and issues
Qualifications and/or experience:
- Post-graduate qualification in a relevant field or equivalent level of significant experience, demonstrating the same level of knowledge, in a relevant setting.
- Experienced project manager with the ability to assess the progress of projects, process redesign and service changes.
- Experience in conducting research/data analysis, both internal and external and present the results clearly and creatively.
- Experience in business process design, testing, verification and validation techniques.
- Proven experience of understanding the business requirements and through a structured process, model, validate and translate it into business requirement specifications.
Rewards and Benefits
As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
Aside from 29 days annual leave, you will also have access to a full list of the benefits offered to you as a West Sussex County Council employee you can find them on our Rewards and Benefits page.
The reference number for this role is CPP00427 .
For an informal conversation or for further information regarding the role, please contact Chloe Chatfield (Resourcing Advisor) at . For issues or queries regarding your application please contact .
To apply, upload your CV and complete the application explaining the skills and experience you can bring to the role ensuring that any gaps in employment are covered in your CV. Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults
This post is subject to satisfactory references and health check.