We’re looking for a Business Improvement & Performance Officer who is passionate about making services better for customers and staff. If you enjoy understanding how things work — and how they can work better — thrive on problem-solving, and enjoy influencing positive change, this is a fantastic opportunity to help shape the customer experience across our organisation.
Working within our Business Information, Performance & Improvement team, you’ll play a key role in improving how services are designed and delivered. Using user research, journey mapping and service improvement methods, you’ll help ensure our services are modern, accessible and responsive to customer needs.
This role offers a great opportunity for someone curious, analytical and people-focused who wants to make a tangible impact across multiple services. This is a hybrid role, with a mix of working from home and from our offices in Cirencester, so you will need to live within a reasonable commuting distance.
You’ll bring the right blend of curiosity, analytical thinking and strong interpersonal skills. You’ll be confident asking questions, challenging constructively, and helping teams see new ways of working.
You will need
- Experience in user research, journey mapping or service redesign
- Experience testing, analysing and validating service improvements
- Strong communication skills — both written and verbal
- The ability to stay organised, manage competing priorities and work under pressure
- Confidence to challenge, influence and ask great questions
For more information about this role please see the Job Description/Person Specification.
Special Conditions
- A full UK driving licence with access to a vehicle
- Occasional additional hours may be needed to meet service demand
- Occasional travel to partner council offices may be required as part of this role.
What we can do for you
- Agile working allowing a mix of home and office working
- Flexible working arrangements (depending on the role)
- 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
- Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
- Pension scheme with a good employer contribution of up to 7% of your earnings
- Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
- Cycle to work scheme
- Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
- Generous sickness cover above statutory entitlements
- Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
- Life assurance, currently four times your annual salary
Watch our new 'What is Publica' video to see why its great to join us!