Business Process Analyst
Remote – Occasional trips to Warwickshire
£neg – Outside IR35

Our client offers sheltered accommodation and care homes across the UK. They are currently going through a Business Transformation Programme to streamline their business to improve their operational processes and implement technology to create automation and new ways of working.

They are currently in need of a Business Process Analyst to assist with projects across the business but on their Tenancy Management Process in particular to improve the customer journey. The “as is” processes are cumbersome and there are multiple of ways of onboarding new customers and this needs to be streamlined.

Because there are multiple ways of onboarding, they don’t want the BA to get weighed down with documenting all of the different methods, but the BA needs to understand how onboarding is done now and to then get agreement on best practice and ways of working to improve the customer journey and create the new “to be” processes. Once this is underway then they will look at the Technology (Housing Management Software) to optimise and enable change through some automation. The customer journey will flow from the resident being identified to financial processes, rent agreements and various touchpoints.

You role will be to support the Transformation team by identifying the new operating process through stakeholder engagement with Director of Housing, Regional Ops Managers and The Director of IT and produce a manual of processes on the customer journey and interaction with the software systems.

We therefore need a Business Analyst with the following skills:

  • Strong Business Process Mapping skills in Visio or a tool of your choice so long as supported by the business in future.

  • Strong customer engagement skills to identify the “as is” processes and work with them to then create the “to be” processes

  • Experience of defining Customer Journey processes and with technology enabling and enhancing this.

  • Tenancy Management experience nice to have but not essential.

  • Housing Management software (any) would be a bonus

  • Experience of defining improved finance processes preferred for this project but also to look at improving Accounts Receivable, Procurement, General Ledger

  • Work remotely but travel occasionally to west midlands for purposeful meetings.

This is a great opportunity to help enable their business transformation through improved processes and optimising technology for new ways of working