Back to searchResident Experience and Service Improvement Lead
Red Personnel
Posted a day ago, valid for a month
London, Greater London W12 9AU, England
£450 per day
Full Time
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As a REAP Business Analyst, youll play a key role in shaping how we deliver services to residents by ensuring that their experiences and needs are at the heart of everything we do. Youll work with various teams across the organisation to identify opportunities to improve processes, enhance self-service options, and optimise service delivery.
Role:Resident Experience and Service Improvement Lead
Department: Finance and Corporate Services
Reports to: REAP Programme Manager
Responsible: No Line Management Responsibilities
Rate: £450 per Day Umbrella PAYE
Location: Remote for the most part - As and when in the office (Hammermsith Offices)
Duration: 6 Months
What Youll Do
Lead Resident-Centric Analysis
Engage with residents, stakeholders, and internal teams to understand their challenges and opportunities for improvement.
Capture requirements to design services that deliver meaningful outcomes for residents.
Improve Resident Journeys
Map out and refine processes to create seamless, intuitive experiences for residents.
Ensure services are accessible, user-friendly, and designed with empathy and inclusivity in mind.
Collaborate and Challenge
Act as a "critical friend," challenging outdated processes while working closely with colleagues to develop solutions that align with residents needs.
Build strong relationships with residents and teams to ensure their voices are heard.
Drive Change and Innovation
Support the integration of new digital tools and systems that improve service delivery without disrupting existing operations.
Stay informed about emerging technologies that could benefit residents and the organisation.
Deliver Measurable Impact
Analyse the success of changes through resident feedback, service metrics, and increased self-service adoption.
Help teams define and test solutions that meet both organisational goals and resident expectations.
About You
Were looking for someone who:
Understands Residents Needs: You have experience in customer service roles, particularly in housing, local government, or social care, and can empathise with diverse resident experiences.
Is an Excellent Communicator: You can engage with a wide range of people, explain complex concepts in simple terms, and build trust with residents and colleagues alike.
Thrives on Problem Solving: You enjoy digging into challenges, uncovering root causes, and working collaboratively to find practical, people-focused solutions.
Has an Eye for Improvement: Youre not afraid to challenge the status quo and bring fresh ideas to create better outcomes for residents.
Is Tech-Savvy: While you dont need to be a technical expert, you should be comfortable working with digital tools and helping others navigate change.
Qualifications and Experience
Essential:
Proven experience in business analysis, project management, or customer service improvement.
Strong track record of working with residents or service users to enhance their experiences.
Desirable:
A professional qualification in business analysis.
Experience in delivering digital transformation projects that directly impact customers or residents.
Why Join Us?
This is more than a business analyst roleits a chance to make a real difference in the lives of residents. Youll work in a supportive and collaborative environment where your ideas and insights will help shape the future of our services. If youre motivated by improving the way people interact with essential services, wed love to hear from you.
