Business Transformation Analyst

Salary: £50,000 - 50,000 per year

Requirements:

• Proven experience in service design, customer experience design, or business process improvement.
• Experience of mapping customer journeys and business processes.
• Strong workshop facilitation and stakeholder engagement skills.
• Ability to analyse complex problems and identify practical solutions.
• Ability to influence stakeholders at all levels of the organisation.
• We require a hybrid working arrangement, with a minimum of 1 day a week in the office or as per business need.

Responsibilities:

• Support the design and improvement of customer-facing and colleague-enabled services across Delta.
• Use customer insight, service design techniques, and process improvement methodologies to create simpler, more efficient, customer-centred services.
• Work across operational teams, digital delivery, customer services, and transformation programmes.
• Map end-to-end customer journeys.
• Identify pain points, redesign processes, and develop future-state customer journeys.
• Support the implementation of service improvements that enhance both customer and colleague experience.
• Map current and future customer and colleague experiences.
• Gather and analyse customer, colleague, and stakeholder feedback from multiple sources.
• Identify customer pain points, service failures, duplication, and inefficiencies.
• Translate customer and colleague insight into actionable improvement opportunities.
• Use qualitative and quantitative evidence to support service design recommendations.
• Develop customer journey maps, service blueprints, and experience frameworks to support transformation initiatives.

Technologies:

• Support

More:

We are a hybrid employer at Delta Housing Ltd, based in Chelmsford, offering a temporary full-time Business Transformation Analyst role for 12 months at a salary of £54,314 per annum. We provide learning and development opportunities, a healthcare cash plan, a robust employee reward and recognition programme, a free and confidential Employee Assistance Programme, a volunteering programme, a competitive pension scheme, and 25 days annual leave per annum plus bank holidays, 3 extra days between Christmas and New Year, and 1 wellbeing day per annum. Our standard working pattern is 37 hours per week, with flexibility available by agreement with the line manager, taking account of business need. We reserve the right to close the vacancy early if we receive a high volume of applications or appoint a candidate before the closing date.

last updated 39 week of 2026