Business Process Analyst - Driving Service Excellence Through Process Transformation £41,750 per annum benefits | Hybrid - 3 days onsite in Bath, UK Full Time | Permanent | 37 hours per week Your Insight. Our Processes. Better Services. At Curo, we're entering an exciting period of transformation. Our newly formed Programme Management Office (PMO) is at the heart of improving how we deliver services to customers, communities, and colleagues across Bath and the South West. As a Business Process Analyst at Curo, you will play a key role in shaping how the organisation delivers value to customers, communities, and colleagues. Working within the Project Management function, you will analyse, design, and optimise the business processes that power excellent service delivery, operational efficiency, and inclusive growth. You will be a curious, proactive self-starter who is excited to help shape and develop our maturing PMO—enhancing processes, supporting governance, and strengthening our organisational capability. Your work will ensure that improvements are customer-focused, strategically aligned, and delivered end-to-end in collaboration with teams across the business. What You'll be Doing Project Governance and Strategic Alignment Lead the end-to-end delivery of strategic projects, ensuring strong alignment with organisational priorities. Embed structured project governance with clear scope, quality, cost, resource, risk, and benefit controls. Produce clear, insightful reporting to provide leadership with visibility of progress, risks, and mitigations. Work closely with the Programme Office Director and accountable leads to ensure adherence to frameworks and methodologies. Engage and motivate stakeholders by clearly articulating project objectives, outcomes, and measures of success. Project Management, Quality Assurance, and Risk Mitigation Apply best-practice project methodologies (Agile, Waterfall, hybrid) based on project needs and desired outcomes. Implement robust performance controls to ensure timely delivery, quality assurance, and cost management. Identify, record, escalate, and mitigate risks and issues proactively. Lead post-project reviews to capture lessons learned and use insights to enhance delivery across future initiatives. Stakeholder and Leadership Engagement Work collaboratively with senior leaders, sponsors, and cross-functional teams to ensure effective project execution. Mentor and coach junior project managers and coordinators, helping to build capability within the PMO and wider business. Act as a trusted advisor, ensuring stakeholders understand the project vision, challenges, and dependencies. Lead project meetings, steering committees, and governance forums to ensure alignment and strong decision-making. Change Management and Organisational Alignment Partner with HR and Communications teams to ensure project-driven changes are clearly understood across the organisation. Support business readiness activities, ensuring change is embedded sustainably into business-as-usual. Contribute to developing and refining change frameworks to enable seamless transitions and minimise disruption. Continuous Improvement and Learning Foster a culture of continuous improvement, sharing best practices and encouraging learning across teams. Use data, feedback, and lessons learned to refine delivery methods and enhance organisational project capability. Champion curiosity, innovation, and new ideas to strengthen the maturing PMO. Financial and Resource Management Manage project budgets effectively, ensuring value for money and accurate forecasting. Contribute to resource planning across the Programme Office, ensuring appropriate capability and capacity for delivery. What do I need to be successful? Proven experience delivering complex projects within structured programme or PMO environments. Strong grasp of project governance, assurance, risk management, and effective prioritisation. Ability to apply and embed project methodologies across teams to drive successful outcomes. Excellent communication and stakeholder-influencing skills, with the ability to build trust at all levels. Strong financial acumen, including budget monitoring and value-for-money assurance. Proactive problem-solving, resilience, and adaptability in complex or constrained environments. Confidence using data and insights to measure performance and inform decisions. Curiosity about emerging technologies and their role in organisational change. Commitment to diversity, inclusion, and equitable outcomes. A self-starter mindset with the drive to shape and strengthen a capable PMO. How Will I Evidence My Success? Delivering a well-managed, strategically aligned portfolio of change that achieves measurable outcomes and return on investment. Improving portfolio processes and governance to strengthen clarity, quality, risk management, and delivery confidence. Demonstrating successful embedding of change into business-as-usual with strong adoption and minimal disruption. Producing consistent, structured, and predictable project delivery through effective governance and reporting. Receiving positive feedback from colleagues and stakeholders for collaboration, coaching, and problem-solving. Demonstrating strong and early risk identification, mitigation, and transparent communication. Actively contributing to the culture and values of the organisation. Delivering on commitments reliably while managing expectations clearly and honestly. Wha t you'll get in return Beyond a competitive salary of £41,750 and the chance to make a real difference every day, you'll get: 26 days annual leave per year (plus bank holidays) rising to 29 days after three years Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (three days onsite, two days home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your own wellbeing More about you We're looking for someone with proven experience in analysing and improving business processes within service-driven environments. You'll bring strong stakeholder engagement and facilitation skills, with an inclusive and collaborative working style. Essential: Proven experience in analysing and improving business processes in service-driven environments. Strong stakeholder engagement and facilitation skills. Proficiency in process mapping tools and continuous improvement methodologies such as Lean or Six Sigma. Experience in major improvement projects and change management. Ability to work with developers and technical teams to implement change. Understanding of how effective processes support compliance, reduce costs and improve customer outcomes. Right to Work in the UK is required; unfortunately we're unable to offer sponsorship for this role. Desirable: Formal training or certification in business analysis or process improvement Experience with CRM platforms and digital transformation projects Experience in housing, public sector or not-for-profit organisations About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone – if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk