Service Improvement Analyst

3 weeks ago


Slough, Slough, United Kingdom CRA GROUP LIMITED Full time

Contract Duration: 23 months

Position Overview:

This role is situated within the Recovery Programme of a local authority, focusing on the execution of the council's recovery initiatives. The successful candidate will engage in identifying and analyzing opportunities for enhancing services and achieving operational efficiencies while leading various projects outlined in the programme.

This position plays a vital role in realizing the strategic objectives of the council and is aligned with the development and execution of the Target Operating Model (TOM).

Key Responsibilities:

The analyst will work collaboratively across departments to implement essential design principles aimed at prevention and demand reduction. This includes:

  • Enabling customer and community engagement through automation of processes.
  • Improving access to services and information for clients.
  • Facilitating the earliest possible resolution of customer inquiries.
  • Streamlining processes with a focus on common technology solutions.

Additionally, the role involves supporting operational leaders in conducting comprehensive end-to-end process reviews and redesigning workflows to enhance customer experiences. The analyst will leverage technology to empower residents to self-serve, gather data for continuous service improvement, and drive measurable efficiencies.

A critical aspect of these reviews will be to advocate for a unified council perspective, ensuring that interdependencies with other functions and processes are acknowledged and addressed.

Essential Experience:

The ideal candidate will have:

  • A proven track record of collaborating with senior management, political figures, and other key stakeholders, demonstrating credibility and leadership impact.
  • Experience in creating business requirement documentation, including workflow diagrams, user cases, and user stories, as well as conducting end-to-end process reviews utilizing methodologies such as Value Stream Mapping (VSM) or Business Process Reengineering (BPR).

Essential Qualifications:

Applicants should possess:

  • Qualifications in Project Management (e.g., APMP, Prince2, P3O, or MSP) or Business Analysis, or demonstrate over three years of experience in complex organizational settings.
  • A degree-level education or equivalent experience is preferred.

Additional Information:

This position requires a commitment of 37 hours per week and offers a hybrid working model, with expectations for in-office attendance a few times each week.



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