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 them.
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 services, and make a practical difference to how Sheffield residents experience the Council.
Can you lead business analysis that turns service problems into practical improvements?
We are looking for a Senior Business Analyst, Customer Journeys to help lead customer journey improvement work within Sheffield City Council’s Customer Experience Capability.
The role will suit an experience business analysis practitioner who can support complex change, provide constructive challenge, and help others deliver high-quality analysis. You will work across projects and services, helping improve customer journeys, and customer experience outcomes.
The role also provides first-line management for Business Analysts, supporting consistency, quality, and professional practice across the Customer Journeys functions.
In this role, you will:
- Lead and coordinate business analysis activity across customer journey improvement work
- Support complex projects, taking responsibility for defined areas of analysis and delivery
- Help develop consistent tools, methods, and standards for business analysis
- Work with services, project teams, and stakeholders to shape practical improvement
- Support and develop Business Analyst, including through first-line management
We are looking for someone who:
- Has strong practical experience in business analysis, business change and service improvement
- Can lead structured analysis in a complex organisation
- Communicates clearly and can influence a range of stakeholders
- Can support, mentor, and develop others
- Understands how business analysis can improve customer journeys and service outcomes.
For informal enquiries please contact: [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.
