Connect2Hackney
Hackney, London
Connect2Hackney is the internal talent acquisition partner dedicated to matching top talent with high-impact roles across the London Borough of Hackney. Hackney is renowned for its progressive digital transformation, human-centred service delivery, and commitment to putting residents at the heart of everything we do. The Opportunity We are looking for a versatile, hybrid Service Designer / Business Analyst to join Hackney's transformation team. This is a high-visibility, dual-track role bridging today's operational delivery and tomorrow's technology architecture. You will play an instrumental part in executing hands-on service re-engineering across our current systems today, while using end-to-end customer journey mapping to shape the functional requirements for our next-generation Contact Centre as a Service (CCaaS) and AI digital platform. Building on solid foundations already established in critical front-line areas such as Housing and Adult Social Care, you will uncover failure demand, optimise existing touchpoints, and define the future standard of resident customer experience. What You'll Be Doing Dual-Track Journey & Process Design: Map as-is and to-be customer journeys across telephony, web, AI chat, CRM, and casework tools-delivering quick wins on existing platforms while blueprinting future-state CCaaS capabilities. Hands-on CX Delivery: Re-engineer current contact flows, IVR menus, and web triage pathways to eliminate failure demand ahead of major platform migrations. Shape AI & CCaaS Requirements: Translate citizen needs, user journeys, and operational pain points into clear functional specifications, user stories, decision trees, and procurement backlog items for modern CCaaS and conversational AI self-service tools. Root-Cause & Failure Demand Analysis: Lead collaborative workshops with front-line teams (contact centre advisors, housing officers, triage teams) to address recurring contact drivers and model automated routing solutions. Agile Specification: Develop clear acceptance criteria, process flows, and backlogs consumable by internal IT teams, content designers, and external vendors. User Research & Prototyping: Plan and facilitate testing sessions with Hackney residents and staff to iterate both interim service tweaks and future AI interaction flows. What We're Looking For Essential Experience & Knowledge: 3+ years working in a hybrid Service Design / Business Analysis role. Demonstrated experience in public sector or local government transformation. Strong track record of delivering immediate operational CX improvements while defining requirements for future enterprise platform rollouts. Deep grounding in Service Design methodologies, GDS principles, and Business Process Re-engineering (BPR). Practical experience in failure demand analysis and process optimisation. Hands-on experience mapping omnichannel customer journeys integrating telephony, web, CRM, and conversational AI / automation (e.g., natural language IVR, virtual agents). Proven facilitation skills with front-line staff, senior stakeholders, and technical delivery partners. Desirable: Familiarity with local government line-of-business platforms such as Housing management systems or Adult Social Care systems (e.g., Mosaic, LiquidLogic, Civica). Experience with Vanguard/Seddon failure demand methodologies. Exposure to CCaaS procurement frameworks, vendor selection, and AI integration models in public front-line services. Experience designing conversational flows and decision trees for chatbots and virtual assistants. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Connect2Hackney is the internal talent acquisition partner dedicated to matching top talent with high-impact roles across the London Borough of Hackney. Hackney is renowned for its progressive digital transformation, human-centred service delivery, and commitment to putting residents at the heart of everything we do. The Opportunity We are looking for a versatile, hybrid Service Designer / Business Analyst to join Hackney's transformation team. This is a high-visibility, dual-track role bridging today's operational delivery and tomorrow's technology architecture. You will play an instrumental part in executing hands-on service re-engineering across our current systems today, while using end-to-end customer journey mapping to shape the functional requirements for our next-generation Contact Centre as a Service (CCaaS) and AI digital platform. Building on solid foundations already established in critical front-line areas such as Housing and Adult Social Care, you will uncover failure demand, optimise existing touchpoints, and define the future standard of resident customer experience. What You'll Be Doing Dual-Track Journey & Process Design: Map as-is and to-be customer journeys across telephony, web, AI chat, CRM, and casework tools-delivering quick wins on existing platforms while blueprinting future-state CCaaS capabilities. Hands-on CX Delivery: Re-engineer current contact flows, IVR menus, and web triage pathways to eliminate failure demand ahead of major platform migrations. Shape AI & CCaaS Requirements: Translate citizen needs, user journeys, and operational pain points into clear functional specifications, user stories, decision trees, and procurement backlog items for modern CCaaS and conversational AI self-service tools. Root-Cause & Failure Demand Analysis: Lead collaborative workshops with front-line teams (contact centre advisors, housing officers, triage teams) to address recurring contact drivers and model automated routing solutions. Agile Specification: Develop clear acceptance criteria, process flows, and backlogs consumable by internal IT teams, content designers, and external vendors. User Research & Prototyping: Plan and facilitate testing sessions with Hackney residents and staff to iterate both interim service tweaks and future AI interaction flows. What We're Looking For Essential Experience & Knowledge: 3+ years working in a hybrid Service Design / Business Analysis role. Demonstrated experience in public sector or local government transformation. Strong track record of delivering immediate operational CX improvements while defining requirements for future enterprise platform rollouts. Deep grounding in Service Design methodologies, GDS principles, and Business Process Re-engineering (BPR). Practical experience in failure demand analysis and process optimisation. Hands-on experience mapping omnichannel customer journeys integrating telephony, web, CRM, and conversational AI / automation (e.g., natural language IVR, virtual agents). Proven facilitation skills with front-line staff, senior stakeholders, and technical delivery partners. Desirable: Familiarity with local government line-of-business platforms such as Housing management systems or Adult Social Care systems (e.g., Mosaic, LiquidLogic, Civica). Experience with Vanguard/Seddon failure demand methodologies. Exposure to CCaaS procurement frameworks, vendor selection, and AI integration models in public front-line services. Experience designing conversational flows and decision trees for chatbots and virtual assistants. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Connect2Hackney
Hackney, London
At Connect2Hackney, we connect exceptional interim talent directly with key council initiatives. We are currently recruiting a Data & Insight Analyst to support an ambitious transformation across our customer contact channels. Are you a data storyteller who can turn raw telephony logs and web analytics into clear, compelling evidence for service change? Hackney is redesigning how residents access services, from digital triage tools to AI-driven contact overhauls. We need an analytical specialist to establish our failure demand baselines, measure customer journeys, and build high-impact performance dashboards. Your insights will directly shape the strategic business case for a council-wide Contact Centre as a Service (CCaaS) digital contact platform. What You'll Be Doing Failure Demand Baselining: Interrogate telephony logs (ACD/CLI tracking), CRM cases, email queues, and complaints data to quantify call drivers, identify failure demand patterns, and establish reliable baseline volumes. Executive Dashboards: Design and maintain automated, user-friendly dashboards (Power BI / Looker Studio) to track IVR drop-offs, triage completion, channel shift, and repeat contact rates. Web & Digital Analytics: Configure analytics (GA4 / Plausible) across LocalGov Drupal forms and digital portals to identify user friction points and drop-off trends. ROI & Business Case Modelling: Translate operational data into cost-per-contact savings, cost avoidance figures, and capacity freed up to underpin our executive CCaaS business case. Insight & Communication: Translate complex findings into intuitive reports and tailored presentations for programme leads, delivery managers, and senior stakeholders with varying levels of technical data literacy. What We're Looking For Essential: Proven track record merging and analysing disparate datasets, specifically parallel telephony/IVR performance logs and web traffic analytics. Strong experience building interactive dashboards using Power BI, Looker Studio, or Tableau. Deep functional understanding of core contact metrics, including First Contact Resolution (FCR), Repeat Contact Rate, Abandonment Rate, and Channel Shift ratios. Exceptional data storytelling and visualisation skills, with the ability to communicate clear recommendations to non-technical leaders. Desirable: Experience working within local government datasets (e.g., Housing Repairs, Adult Social Care front door). Familiarity with agent contact-tagging frameworks or conducting call-sampling exercises. Working knowledge of SQL, Python, or data integration workflows for parsing unstructured telephony logs. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
At Connect2Hackney, we connect exceptional interim talent directly with key council initiatives. We are currently recruiting a Data & Insight Analyst to support an ambitious transformation across our customer contact channels. Are you a data storyteller who can turn raw telephony logs and web analytics into clear, compelling evidence for service change? Hackney is redesigning how residents access services, from digital triage tools to AI-driven contact overhauls. We need an analytical specialist to establish our failure demand baselines, measure customer journeys, and build high-impact performance dashboards. Your insights will directly shape the strategic business case for a council-wide Contact Centre as a Service (CCaaS) digital contact platform. What You'll Be Doing Failure Demand Baselining: Interrogate telephony logs (ACD/CLI tracking), CRM cases, email queues, and complaints data to quantify call drivers, identify failure demand patterns, and establish reliable baseline volumes. Executive Dashboards: Design and maintain automated, user-friendly dashboards (Power BI / Looker Studio) to track IVR drop-offs, triage completion, channel shift, and repeat contact rates. Web & Digital Analytics: Configure analytics (GA4 / Plausible) across LocalGov Drupal forms and digital portals to identify user friction points and drop-off trends. ROI & Business Case Modelling: Translate operational data into cost-per-contact savings, cost avoidance figures, and capacity freed up to underpin our executive CCaaS business case. Insight & Communication: Translate complex findings into intuitive reports and tailored presentations for programme leads, delivery managers, and senior stakeholders with varying levels of technical data literacy. What We're Looking For Essential: Proven track record merging and analysing disparate datasets, specifically parallel telephony/IVR performance logs and web traffic analytics. Strong experience building interactive dashboards using Power BI, Looker Studio, or Tableau. Deep functional understanding of core contact metrics, including First Contact Resolution (FCR), Repeat Contact Rate, Abandonment Rate, and Channel Shift ratios. Exceptional data storytelling and visualisation skills, with the ability to communicate clear recommendations to non-technical leaders. Desirable: Experience working within local government datasets (e.g., Housing Repairs, Adult Social Care front door). Familiarity with agent contact-tagging frameworks or conducting call-sampling exercises. Working knowledge of SQL, Python, or data integration workflows for parsing unstructured telephony logs. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Connect2Hackney
Hackney, London
At Connect2Hackney , we work in close partnership with the London Borough of Hackney to find exceptional talent capable of shaping public services for the better. We are currently recruiting a high-caliber Delivery Manager to lead a landmark initiative within Hackney's Digital, Technology & Customer Experience directorate: The Digital Access Transformation Programme . Are you ready to fix the "front door" of public services? Local council access points are notoriously fragmented, tangled across legacy phone numbers, isolated departmental processes for high-stakes services like Social Care and Homelessness, and outdated online forms. We are looking for a sharp, driven Delivery Manager to change that story. In this role, you won't be managing spreadsheets from the sidelines. You will own the hands-on delivery of a unified digital access strategy, integrating modern CCaaS systems, AI-driven triage, and seamless Resident Single Sign-On across Hackney's entire service ecosystem. If you want to eliminate friction for residents, streamline back-office operations, and leave behind a modern, accessible digital council, this is your opportunity to build it. What You Will Do Drive Agile Programme Delivery: Lead complex, multi-workstream digital transformation projects from initial discovery and baselining through to alpha, beta, and live operational deployment. Transform Customer Access: Deliver modern customer contact models, including channel shift strategies, single front-door models, and CRM/Portal integrations. Integrate High-Stakes Services: Seamlessly connect core digital access points with critical service lines, including Adults & Children's Social Care, Housing & Homelessness, and Domestic Abuse case management. Leverage Next-Gen Tech: Implement modern contact center technologies, including Conversational AI (voicebots/chatbots), Robotic Process Automation (RPA) for legacy system bridging, and omnichannel CCaaS platforms. Empower & Coach Teams: Build and support multidisciplinary teams (developers, user researchers, service designers, business analysts) to deliver exceptional outcomes. Stakeholder Alignment: Negotiate and align competing directorate priorities around a unified Shared Front Door model. Key Requirements & Essential Experience 1. Agile Delivery & Public Sector Transformation Proven track record leading complex digital transformation programmes within local government, Housing Associations, the NHS, or the broader public sector. Hands-on experience directing products through the complete lifecycle (Discovery, Alpha, Beta, Live). Experience with contact center transformation, channel shift strategies, and single front-door service architectures. 2. Service Design & Technology Ecosystems Deep understanding of high-stakes front-door integrations (Social Care, Housing, Domestic Abuse). Hands-on knowledge of modern CCaaS platforms, AI/Conversational AI (chatbots/voicebots), and RPA integration techniques. Functional grasp of Resident Single Sign-On (SSO), Identity Management, CRM platforms, and API-led integration. 3. Governance, Standards & Data Expert knowledge of Scrum and Kanban methodologies, backlog management, and sprint cycles. Strong commitment to web accessibility standards (WCAG 2.1/2.2 AA), content design, and online form optimization. Ability to track baseline metrics, failure demand, channel shift trajectories, and operational reporting. 4. Core Competencies Delivery Drive & Resilience: Outcome-focused, proactive in removing blockers and maintaining momentum within complex political environments. Strategic Communication: Ability to translate complex technical, AI, and architectural concepts into clear, persuasive language for non-technical leaders and elected members. User-Centric Approach: Champion resident needs, accessibility, and the protection of vulnerable cohorts. Commercial Expertise: Experience with soft market engagement, tenders, and supplier management. Desirable Qualifications Agile Certifications: Certified ScrumMaster (CSM), AgilePM Practitioner, or PMI-ACP. Service Architecture / Management: ITIL or TOGAF principles as applied to digital service delivery. Public Sector Governance: Direct familiarity with GDS (Government Digital Service) / Local Digital Declaration service standards. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
At Connect2Hackney , we work in close partnership with the London Borough of Hackney to find exceptional talent capable of shaping public services for the better. We are currently recruiting a high-caliber Delivery Manager to lead a landmark initiative within Hackney's Digital, Technology & Customer Experience directorate: The Digital Access Transformation Programme . Are you ready to fix the "front door" of public services? Local council access points are notoriously fragmented, tangled across legacy phone numbers, isolated departmental processes for high-stakes services like Social Care and Homelessness, and outdated online forms. We are looking for a sharp, driven Delivery Manager to change that story. In this role, you won't be managing spreadsheets from the sidelines. You will own the hands-on delivery of a unified digital access strategy, integrating modern CCaaS systems, AI-driven triage, and seamless Resident Single Sign-On across Hackney's entire service ecosystem. If you want to eliminate friction for residents, streamline back-office operations, and leave behind a modern, accessible digital council, this is your opportunity to build it. What You Will Do Drive Agile Programme Delivery: Lead complex, multi-workstream digital transformation projects from initial discovery and baselining through to alpha, beta, and live operational deployment. Transform Customer Access: Deliver modern customer contact models, including channel shift strategies, single front-door models, and CRM/Portal integrations. Integrate High-Stakes Services: Seamlessly connect core digital access points with critical service lines, including Adults & Children's Social Care, Housing & Homelessness, and Domestic Abuse case management. Leverage Next-Gen Tech: Implement modern contact center technologies, including Conversational AI (voicebots/chatbots), Robotic Process Automation (RPA) for legacy system bridging, and omnichannel CCaaS platforms. Empower & Coach Teams: Build and support multidisciplinary teams (developers, user researchers, service designers, business analysts) to deliver exceptional outcomes. Stakeholder Alignment: Negotiate and align competing directorate priorities around a unified Shared Front Door model. Key Requirements & Essential Experience 1. Agile Delivery & Public Sector Transformation Proven track record leading complex digital transformation programmes within local government, Housing Associations, the NHS, or the broader public sector. Hands-on experience directing products through the complete lifecycle (Discovery, Alpha, Beta, Live). Experience with contact center transformation, channel shift strategies, and single front-door service architectures. 2. Service Design & Technology Ecosystems Deep understanding of high-stakes front-door integrations (Social Care, Housing, Domestic Abuse). Hands-on knowledge of modern CCaaS platforms, AI/Conversational AI (chatbots/voicebots), and RPA integration techniques. Functional grasp of Resident Single Sign-On (SSO), Identity Management, CRM platforms, and API-led integration. 3. Governance, Standards & Data Expert knowledge of Scrum and Kanban methodologies, backlog management, and sprint cycles. Strong commitment to web accessibility standards (WCAG 2.1/2.2 AA), content design, and online form optimization. Ability to track baseline metrics, failure demand, channel shift trajectories, and operational reporting. 4. Core Competencies Delivery Drive & Resilience: Outcome-focused, proactive in removing blockers and maintaining momentum within complex political environments. Strategic Communication: Ability to translate complex technical, AI, and architectural concepts into clear, persuasive language for non-technical leaders and elected members. User-Centric Approach: Champion resident needs, accessibility, and the protection of vulnerable cohorts. Commercial Expertise: Experience with soft market engagement, tenders, and supplier management. Desirable Qualifications Agile Certifications: Certified ScrumMaster (CSM), AgilePM Practitioner, or PMI-ACP. Service Architecture / Management: ITIL or TOGAF principles as applied to digital service delivery. Public Sector Governance: Direct familiarity with GDS (Government Digital Service) / Local Digital Declaration service standards. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
