Job Description
o Interpreting strategies, policies and standards to deliver process improvements.
o Understanding current performance against targets.
o Helping to mitigate risks through change initiatives.
o Current application and usage of available technology in delivering efficiency improvements.
o Aspirations and goals for performance and service delivery.
o Cyclical evaluation and improvement of all processes, procedures and staff training material.
Working with the assigned business area to:
o Evaluate and improve the customer experience (CX) of customer and employee interaction and process workflows.
o Identifying and prioritising business and performance improvement initiatives.
o Identify processes, data and information technology changes required to support improvement initiatives.
o Identify current and required performance metrics and commission work to collect performance data as required.
o To build learning from customer feedback and complaints into service improvement frameworks and action plans.
o Gaining senior management agreement for business change recommendations and methods.
o Communicate change initiatives and improvements to all stakeholders and gain support.
o Commissioning and delivering improvement work through engagement with project managers, developers, business stakeholders and suppliers.
o Ensuring the clean adoption of any supported changes through managing effective user testing and sign off processes.
o Evaluating the impact of the changes made, including taking responsibility for overseeing and reporting of business benefits realised post-delivery.
Working as a member of the D&T and Business Analysis Teams to:
o To build an agile BA service, including user story creation, wire frame production and effective prioritisation.
o Ensure that improvement initiatives are documented, evaluated, delivered and supported in the most appropriate way.
o To take responsibility for the integrity and maintenance of the Service Operating Manual and associated workflows, specifically within their assigned business area.
o Support and engage with IT system conversions, upgrades, enhancements to deliver service improvements.
o Produce written documentation to support your work, report on your findings and to present to stakeholders when necessary.
Required Knowledge, Skills, and Abilities
RequirementsQualifications Bachelor's degree, or equivalent demonstrable prior learning Evidence of formal BA Training Experience, knowledge and skills Business analysis experience in a customer centric service organisation managing customer relationships and service delivery processes. Proven experience of driving improvements to operational service delivery. The ability to work with non-IT managers and teams to communicate and champion the value, risk, and potential of IT changes. Continuous improvement and change management skills with the ability to translate requirements into work programmes and business cases. Excellent business and technical leadership skills and the ability to motivate and engage technical and business staff. Strong organisational skills and ability to prioritise appropriately, plan tactically and manage operationally. The ability to apply strong analytical and problem-solving skills to addressing business service improvement. An understanding of relevant legislation, frameworks and best practice in relation to information and data management in a relevant sector. Appropriate technical knowledge and understanding gained through a professional background in solution design and/or development. Excellent customer service skills, with ability to work consultatively whilst ensuring the provision of efficient, consistent and high quality of services. Excellent communication skills (verbal and written) and well-developed influencing and negotiating skills. Values and Personal Competencies Committed to CHP's mission and values as well as equality, diversity and inclusion. Committed to the continuous development of individuals and business services. Customer focussed (internal and external). Resilient and confident to drive through change. Sympathetic to and supportive of the culture of a growing organisation.
Reference no: 98976