Business Process Analyst - Driving Service Excellence Through Process Transformation

£41,750 per annum + benefits | Bath | Hybrid

Full Time | Permanent | 37 hours per week

Your Insight. Our Processes. Better Services.

At Curo, we're entering an exciting period of transformation. Our newly formed Programme Management Office (PMO) is at the heart of improving how we deliver services to customers, communities, and colleagues across Bath and the South West.

As our Business Process Analyst, you'll play a critical role in shaping operational efficiency and customer experience. This business analyst role focuses on process improvement and change management within our digital transformation programme. From day one, you'll be involved in meaningful change initiatives that blend technical insight with strong stakeholder engagement.

You'll work across service areas to analyse, design, and optimise the processes that support our strategic goals, from customer journey mapping to platform transitions.

What you'll be doing

Process analysis and design:

• Map and analyse customer-facing processes including repairs, complaints, lettings and tenancy management.

• Identify inefficiencies, duplication and manual workarounds – recommending system-enabled improvements.

• Ensure new platforms don't replicate poor legacy systems.

• Support documentation reviews and process mapping for platform projects and digital transformation.

Customer journey and service improvement:

• Lead customer journey mapping, identifying pain points and quick wins.

• Develop and maintain an improvement log to track gaps and agreed changes.

• Collaborate with data and insight teams to align CRM functionality with customer profiling and contact strategies.

Change management and implementation:

• Contribute to change plans, training content and adoption strategies.

• Support transformation communications and test planning for CRM releases and workflow changes.

• Work with in-house and external developers to implement optimised processes.

Stakeholder engagement and facilitation:

• Facilitate workshops with operational teams, managers and customers.

• Communicate complex process information in an inclusive and engaging way.

• Build strong relationships across the business to foster openness to change.

Governance and impact tracking:

• Maintain a library of process documentation aligned to compliance requirements.

• Contribute to business cases and performance reports.

• Support post-implementation reviews and quality assurance.

What you'll get in return

Beyond a competitive salary of £41,750 and the chance to make a real difference every day, you'll get:

• 26 days annual leave per year (plus bank holidays) rising to 29 days after three years

• Your birthday off as an extra holiday

• Up to 10% matched pension contribution

• Hybrid working (three days onsite, two days home)

• Flexible benefits which might include a Health Cash Plan

• Access to an Employee Assistance Programme for your own wellbeing

More about you

We're looking for someone with proven experience in analysing and improving business processes within service-driven environments. You'll bring strong stakeholder engagement and facilitation skills, with an inclusive and collaborative working style.

Essential:

• Proven experience in analysing and improving business processes in service-driven environments.

• Strong stakeholder engagement and facilitation skills.

• Proficiency in process mapping tools and continuous improvement methodologies such as Lean or Six Sigma.

• Experience in major improvement projects and change management.

• Ability to work with developers and technical teams to implement change.

• Understanding of how effective processes support compliance, reduce costs and improve customer outcomes.
• Right to Work in the UK is required; unfortunately we're unable to offer sponsorship for this role.

Desirable:

• Formal training or certification in business analysis or process improvement

• Experience with CRM platforms and digital transformation projects

• Experience in housing, public sector or not-for-profit organisations

You'll evidence your success by delivering process improvements linked to better services and operational efficiency, gaining recognition for clarity and actionable insight, supporting successful change initiatives with measurable outcomes, and acting as a role model for continuous improvement and value-driven decision-making. 

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.

We're committed to making our recruitment process accessible to everyone – if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk