Service Improvement Analyst

4 weeks ago


Slough, Slough, United Kingdom CRA GROUP LIMITED Full time
Job Overview

This position is a temporary contract role focused on enhancing service delivery within a local authority framework.

Role Summary:

· This role is integral to the Recovery Programme, aimed at identifying and analyzing potential enhancements in service efficiency and effectiveness. The individual will lead various projects that align with the council's strategic objectives and the implementation of the Target Operating Model (TOM).

· The position will support the achievement of the council's strategic goals through the development and execution of innovative solutions.

Key Responsibilities:

· Collaborate across departments to implement essential design principles focused on demand reduction and customer empowerment. This includes automating processes, improving service access, and ensuring swift resolution of customer inquiries through streamlined operations and unified technology.

· Assist operational leaders in conducting comprehensive process reviews and redesigning workflows to enhance customer experiences. This involves leveraging technology to facilitate self-service options for residents, gathering data to drive service improvements, and achieving measurable efficiencies.

· Promote a cohesive 'One Council' perspective during process evaluations, ensuring that interdependencies with other functions are acknowledged and addressed.

Essential Experience:

· Proven experience in collaborating with senior management, elected officials, and key stakeholders, demonstrating leadership credibility and impact.

· Proficient in creating business requirement documentation, including workflow diagrams, user cases, and user stories, as well as conducting end-to-end process reviews utilizing value stream mapping (VSM) or business process reengineering (BPR).

Essential Qualifications:

· Must possess qualifications in Project Management (such as APMP, Prince2, P3O, or MSP) or Business Analysis, or demonstrate over three years of experience in complex organizational settings.

· A degree or equivalent experience is preferred.

Additional Information:

· Standard working hours are 37 hours per week.

· This role offers a hybrid working arrangement, requiring in-office attendance on a flexible basis.



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