Join our Customer Experience Capability.
Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver the,
The team brings together customer journeys, insight, workforce development, equalities, engagement and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.
These roles are an opportunity to help shape a growing capability, work across service, and make a practical difference to hoe Sheffield residents experience the Council.
Are you interested in improving services by understanding how they really work for customers?
We are looking for a Business Analyst, Customer Journeys to support improvement work across Sheffield City Council’s Customer Experience Capability.
This role will suit someone who enjoys getting into the detail of processes, customer journeys, service issues, and requirements. You will support customer-focused change by applying business analysis, service improvement, and process redesign methods to defined projects and work packages.
You will help teams understand current ways of working, identify what needs to change, and shape practical improvements that support better customer outcomes. The role has a strong focus on evidence, collaboration, and making sure proposed changes are realistic and deliverable.
In this role, you will:
- Support business analysis activity across customer journey improvement work
- Map processes, gather requirements, and identify improvement opportunities
- Work with services and colleagues to understand customer and organisation needs
- Run workshops, carry out analysis, create documentation for change projects
- Contribute to consistent business analysis practice within Customer Experience Capability
We are looking for someone who:
- Has practical experience of business analysis, service improvement, or business change
- Can work with colleagues to understand problems and shape clear solutions
- Communicates clearly, including when explaining complex issues
- Is confident using digital tools, process modelling, and structured analysis methods
- Wants to improve service from the customer’s perspective
This is a good opportunity for someone who wants to apply business analysis in a customer-focused environment, where the work links directly to better services for residents.
For informal enquiries pleasecontact: [email protected]
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.
It is a great time to join us and we welcome your application.
Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.
Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
