Business Analyst - Service Improvement (Local Government)
Location: Thames Valley area (Elizabeth Line)
Rate: £500 per day (Inside IR35)
Contract: Until 31st March 2026
Hybrid: 2-3 days per week on-site
Salt's Local Government team is supporting a council in the Thames Valley area with the appointment of a Business Analyst to join their Recovery and Improvement Programme. This position sits within the council's Target Operating Model (TOM) delivery function and focuses on improving how front-door and customer-facing services operate. The objective is to make services simpler, faster, and more efficient – improving resident experience while achieving measurable savings and operational improvements.
The Role
You'll work with data, insight, and service leads to identify and analyse opportunities for improvement across customer contact and access points. You'll lead workshops, document redesigned processes, and ensure projects are clearly defined, aligned to strategic objectives, and delivered effectively.
Key Responsibilities
* Identify and analyse opportunities for service improvement and efficiency across front-door and customer-facing services.
* Work with data and insight colleagues to develop evidence‑based recommendations and measurable benefits.
* Lead process redesign workshops, producing documentation such as as‑is/to‑be maps, user stories, and workflow diagrams.
* Ensure all activities remain aligned to the council's Target Operating Model and corporate objectives.
* Support the creation of business cases and service documentation to embed new ways of working.
Essential Experience
Please note – we can only consider candidates with recent Local Government experience. Applicants must have worked on front‑door or customer service transformation projects (e.g. contact centres, digital access, or customer journey redesign).
* Proven experience as a Business Analyst within Local Government.
* Strong understanding of service redesign, process mapping, and efficiency delivery in council environments.
* Experience improving customer access or first‑point‑of‑contact services.
* Familiarity with TOM delivery, continuous improvement, and digital transformation principles.
* Skilled in documentation and stakeholder engagement (Visio, BPMN, or similar tools).
Benefits
This is an opportunity to play a key part in a major Local Government recovery programme – helping design and deliver better, more efficient services for residents.
*Rates depend on experience and client requirements
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