We’re looking for a Business Improvement & Performance Officer who is passionate about making services better for customers and staff. If you enjoy understanding how things work — and how they can work better — thrive on problem-solving, and enjoy influencing positive change, this is a fantastic opportunity to help shape the customer experience across our organisation.
Working within our Business Information, Performance & Improvement team, you’ll play a key role in improving how services are designed and delivered. Using user research, journey mapping and service improvement methods, you’ll help ensure our services are modern, accessible and responsive to customer needs.
This role offers a great opportunity for someone curious, analytical and people-focused who wants to make a tangible impact across multiple services. This is a hybrid role, with a mix of working from home and from our offices in Cirencester, so you will need to live within a reasonable commuting distance.
You’ll bring the right blend of curiosity, analytical thinking and strong interpersonal skills. You’ll be confident asking questions, challenging constructively, and helping teams see new ways of working.
Main purpose
To improve how our services work for customers and staff by identifying issues, redesigning journeys, and supporting services to implement meaningful change. Through user research, journey mapping and systematic service improvement, the role ensures our services are modern, usable and responsive to customer expectations.
Main requirements
* Understanding customer needs through user research to uncover behaviours, motivations and pain points.
* Mapping end‑to‑end customer journeys across all channels (web, face to face, phone, email, letter) to identify barriers and opportunities for improvement.
* Conducting market and competitor research to build insight into product performance and to maintain relevant, high‑quality services.
* Prototyping and testing proposed service changes to validate ideas and ensure solutions are user‑centred and effective.
* Working collaboratively with services to design and develop new or improved technical solutions that enhance the customer experience.
* Supporting services to implement changes to processes and systems, ensuring improvements are embedded and that they deliver measurable benefits.
* Facilitating workshops, influencing stakeholders, challenging existing processes and communicating complex information clearly.
* Ensure all relevant customers and company information is captured and recorded accurately
* A qualification in your area of expertise, equivalent to BTEC, HND, HNC, NVQ level 4/5 or relevant experience of five years
* GCSE Maths and English or equivalent to grade C/4 or higher
* Experience of mapping end‑to‑end customer journeys and conducting user research to understand needs, behaviours and pain points.
* Experience of prototyping, testing and validating service improvements, and analysing evidence to shape effective solutions.
* Ability to work with services and technical specialists to design, deliver and embed process and system changes.
* Ability to prioritise workload, maintain accurate documentation, engage with customers
* Professionalism, integrity and resilience
* Ability to work independently under pressure and within tight deadlines
* Ability to work with others to deliver key outcomes
* Ability to manage time effectively
* Demonstrate commitment and resilience to succeed
* Ability to remain calm and confident when dealing with challenging customers and environments
* Excellent written and verbal communication skills
* Competent in using a range of technology and software packages, including Microsoft and Google
Desirable Requirements Qualifications, Skills and Abilities
* Working towards full membership or professional accreditation with a relevant professional body
* Knowledge, understanding or experience of project management
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