Business Analyst (Voice Automation and CRM)

Experienced Business Analyst Required for an immediate start!Overview: - 3-6 months initially - 2 days per week on site (Essex) - £350 outside IR35Brief:This role is aiming to bring together new processes, new technology and new organisation structures.This role is an exciting opportunity to play a pivotal part in one of the council's extensive modernisation programmes, bringing together new processes, new technology and new organisation structures.Brief overview of the Contact Management Programme The Council's current contact management model is dispersed, with activity spread across the directorates leading to multiple front doors.The new operating model will be grounded in the introduction of new Voice Automation (VA) and Customer Relationship Management (CRM) technologies to enhance our offering when customers contact the Council. We're looking for VA to appropriately answer, filter, and resolve non-complex questions, and we're looking for the CRM system to draw together data from across the organisation to generate a single view of the customer and provide a more efficient and smoother experience for service users, reducing the need for multiple contacts.* 10 years' experience of practical business analysis * 5 years' practical experience of business analysis in local government * Ability to operate under own initiative * Lean certification - ability to identify waste in processes and remove it * Ability to identify and convey FTE related efficiency benefits in a clear business case input * Strong stakeholder management skills * Ability to look at a council service and see the issues and translate that through the full BA cycle into benefits to be realised * Experience with implementing Voice Automation and market leading CRM * Ability to understand and optimise our customer journeys * Ability to transfer knowledge of outcomes and methods to team members and key stakeholders If this is of interest, please let me know when you are free for a call!If this is of interest, give me a call on 07711373367 or an email on #####
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