Customer Pathways Designer

West Northamptonshire Council are passionate about making the experience of anyone who interacts with us as straightforward as possible. Customer excellence is our driver and we need your help to make this a reality. We are a team of enthusiastic professionals who advocate for customers and want to make things better for everyone.

We’re looking for an individual with a possible background in Business Analysis and Process Improvement, who is passionate about improving user experience and simplifying interactions.

We need you to help us design the most customer-friendly solutions which are focused on individual needs, remove duplication and redundant steps and help colleagues across the organisation deliver excellence on a daily basis.

Great communication skills are essential, as is the ability to work with a diverse range of people and getting things moving at pace.

On a day-to-day basis, you will be:

• Meeting with Subject Matter Experts in services across the council, to understand and interpret their current customer journey.
• Co-ordinating and facilitating workshops with services and customers to understand business and user needs
• Obtaining and analysis datasets to determine insights about services to inform service improvement opportunities
• Horizon scanning across other organisations to find examples of best practice and introducing best practice within our customer journey’s
• Interpreting existing process and findings to develop options proposals and process maps for new customer pathways

We’re looking for someone who is:

• Driven and motivated by improving customer experience
• Passionate about efficiency and lean processes
• Exceptional at translating business requirements into processes
• Able to conduct engaging workshops and extract meaningful insights
• An advocate for user needs and different customer groups
• Skilled at developing constructive relationships and facilitating decision making
• This role will be part-flexible, with your base location being in our Northampton offices, however there will be a requirement to attend our Towcester and Daventry offices.

We’re a new council, following one of the largest shake-ups in local government reform in recent history. As a new authority, we’re embarking on an exciting journey to deliver exceptional services for our residents, customers and communities.

Our vision at West Northamptonshire Council is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

When potential is unlocked, talent thrives.

Choose a career that offers you a true sense of achievement, fills you with pride and challenges you in a positive way, every day.

West Northants Council, where careers thrive.

We offer a wide range of benefits to our employees, these include:

• Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
• Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
• Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
• Car Lease scheme
• Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
• Ongoing training and development opportunities.
• A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
• Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
• Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.

The council is in the process of implementing a new pay structure and terms and conditions which will be applicable to this role. The outcome could result in a future variation to the advertised salary, and this will be discussed at interview.