Description Customer Business Analyst - Ref: EE02526 G8: £39,152 - £41,771 per annum. Customer Engagement - About Us: We are committed to delivering exceptional customer experiences and continuously improving our processes. As part of our Customer Experience Strategy, we are looking for a dedicated and skilled Customer Business Analyst to join our team. The Customer Business Analyst will play a role in evaluating and redesigning our customer effort score processes. This position involves working closely with various departments to ensure that new systems are designed and re-evaluated against the newly designed processes. The role will also require a strong understanding and ability to produce development tests and plans, adhering to the Council programme and project management methodology and governance. Key Responsibilities: Evaluate current customer effort score processes and identify areas for improvement. Design and implement new systems and processes to enhance customer experience. Collaborate with different departments to ensure alignment with the Customer Experience Strategy. Conduct business improvement and analysis projects to drive efficiency and effectiveness. Provide detailed reports and recommendations based on data analysis. During the product life cycle to produce clear and concise written test and plans working in a matrix management environment You should have: Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Experience in business improvement and analysis projects. Knowledge of customer experience strategies and processes. Ability to work independently and as part of a team. Qualifications: Bachelor’s degree in business administration, Management, or a related field OR Evidence of the equivalent and having relevant experience. Benefits: Competitive salary and benefits package. Opportunities for professional development and career growth. A supportive and collaborative work environment. If you are passionate about improving customer experiences and have the skills and qualifications we are looking for, we would love to hear from you. If you have any questions, please feel free to contact Harriet.Acton@walsall.gov.uk View Job Description and Employee Specification Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information. We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time. At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice. Closing Date: 14th May 2026