Description Job Title: Customer Business Analyst-EE05225 Job Type: Full-Time Fixed Term Contract 37 hours until 31/03/27 Pay: G8 role- Salary range £36,124- £40,476 (Pay award pending) 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. Employee Specification: 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. Postgraduates will be welcomed to apply. Benefits: Competitive salary and benefits package. Opportunities for professional development and career growth. A supportive and collaborative work environment. How to Apply: 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: Rebecca.jenkins@Walsall.gov.uk Kirstin.Smith@walsall.gov.uk Read more about our benefits at https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us View Job Description and Employee Specification Closing date for applications: Tuesday 19th August 2025 This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English. Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce. Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children and young people and vulnerable adults. Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas. Information for Applicants 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. 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