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We are recruiting for a Senior Transformation Service Designer / Business Analyst, to support the Residents’ Hub Transformation programme.

This is a Fixed Term Contract for 6 months.

Tower Hamlets is a diverse and vibrant borough in the heart of London. Tower Hamlets Council has big ambitions to improve the lives of the 332,000 residents who call our borough home. With high levels of deprivation and significant differences in life outcomes between neighbourhoods, providing accessible, local face-to-face services is essential to tackling inequality. Many residents face digital, language or other barriers to accessing services, making face-to-face support a critical route to resolving issues, accessing support and building trust in the Council.

The Residents' Hub Transformation Programme is a major transformation initiative that will redesign how residents access council and partner services across the borough. We are developing a new place-based service model that brings services together locally, creates simpler customer journeys, improves access to support and increases resolution at first contact. The programme is underpinned by a commitment to tackling inequality, improving resident outcomes and delivering services in a way that works for our communities.

The Senior Transformation Business Analyst / Service Designer role is suited to an innovative and ambitious professional with a track record of developing successful Target Operating Models, customer journeys and service improvements that deliver meaningful outcomes.

You will lead service redesign activity, developing a robust, evidence-led Target Operating Model for the future service. You will be confident in leading design workshops with a wide range of stakeholders, both internally and externally, gathering requirements, analysing data and translating insight into practical solutions. You will support the development of business cases, operating models, service design products and implementation plans.

The role will involve working across council services and with external partners to help shape a multidisciplinary offer that meets the needs of local communities. This will include working with stakeholders from a range of sectors, including public services, health partners, community organisations and neighbourhood teams, to create a more joined-up and accessible experience for residents.

About you

• We are looking for someone with experience of delivery complex transformation programmes and business analysis, preferably in a local government context
• You will be a self-motivated ‘doer’, who is able to pick up and deliver keys projects and present complex work clearly and concisely.
• You will be great at facilitation workshops and building relationships at all levels of the organisation and be able to bring people on board with key areas of your work.
• Experience of Customer Services would be a real plus
• This role is hybrid, with an expectation that you will be in our Whitechapel office three days a week.

Our Benefits

• Competitive salary starting at £62,743
• Local Government Pension Scheme membership
• Generous annual leave: 29 days, plus bank holidays and 3 additional days at Christmas (subject to pro rata calculation)
• Flexible and agile working to support work life balance
• Staff money-saving schemes (e.g., rent deposit loans, season ticket loans).