Business Transformation Analyst - 12 months

Business Transformation Analyst - 12 months 54,314 per annum Chelmsford Temporary Full-Time We are looking for a Business Transformation Analyst to support the design and improvement of customer-facing and colleague-enabled services across Delta. The role will use customer insight, service design techniques and process improvement methodologies to create simpler, more efficient and customer-centred services. Working across operational teams, digital delivery, customer services and transformation programmes, the CX Designer will map end-to-end customer journeys, identify pain points, redesign processes, develop future-state customer journeys and support the implementation of service improvements that enhance both customer and colleague experience. What you''ll be doing Map current ("as-is") and future ("to-be") 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. What we are looking for Proven experience of service design, customer experience design or business process improvement. Experience of mapping customer journeys and business ..... full job details .....