Business Improvement Analyst

Business Improvement Analyst
The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a vision that is only made possible by developing our most valuable asset – our people. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision, then please apply.

Overview
Reporting to the Business Transformation Portfolio Manager, the Business Improvement Analyst plays a key role in driving the City’s business transformation efforts. This position focuses on modernizing municipal service delivery and boosting organizational effectiveness and operational efficiency. The Analyst supports a variety of transformation initiatives, including process optimization, digital innovation, multi-channel service delivery, and enhancing the customer experience.

Key responsibilities include conducting detailed analyses using continuous improvement methodologies, gaining a deep understanding of business operations, challenging existing processes and business rules, and facilitating service design workshops with cross-functional teams. The Analyst works to modernize service delivery and identify effective solutions to business challenges. Additionally, the role involves assessing the impact of proposed changes and collaborating closely with teams, offering expertise in service design, project management, implementation, change management, and performance measurement.

Examples of key responsibilities include, but are not limited to:
Lead and support continuous improvement of internal and external services by identifying and recommending opportunities to improve processes, public-facing services, and customer experience.
Facilitate service design with cross-functional groups to modernize service delivery, improve customer experience, and determine solutions to business problems, including changes to processes, policies, duties, or operating models.
Conduct workshops, fit/gap analyses, feasibility studies, and cost-effectiveness analyses; document, consolidate, and review needs; and prepare presentations to explain analyses and recommendations.
Analyze and document current business processes and operations to identify areas for automation or improvement; define future state requirements, including process maps and user stories.
Lead, design, and facilitate user acceptance testing (UAT) for new or improved services.
Support the implementation and adoption of process and service improvements by assessing implications of proposed changes.
Lead change management initiatives by creating communication strategies, coordinating and delivering training sessions, to ensure minimal disruption and successful adoption of organizational changes of varying scope and scale.
Support the development and implementation of corporate frameworks related to customer experience, performance measurement, change management and other disciplines related to business transformation.
Support the development and implementation of business transformation strategy and roadmap
Identify key business metrics and lead the development of dashboards and reports to provide operational and service delivery insights.
Triage request intake by gathering information and conducting high-level analysis to define business goals or problem statements.
Collaborate with stakeholders and cross-functional teams from IT, Business Transformation, and business units to support successful execution of initiatives and maintain positive working relationships
Knowledge, Skills & Abilities:
Knowledge of best practices in one or more of the following: process improvement, project management, service design, customer experience design, and change management.
Proven experience leading projects and cross-functional teams, including identifying problems, conducting root cause analysis, implementing effective solutions, and managing change to support successful implementation.
Strong analytical, critical reasoning, and strategic thinking skills, with the ability to research, synthesize, and document data from diverse sources.
Effective facilitation skills and a solid understanding of business process improvement methodologies, tools, and techniques.
Excellent oral and written communication skills, including active listening, persuasive communication, and effective problem resolution.
Ability to develop and implement strategic initiatives for stakeholders with competing priorities.
Demonstrated ability to work both independently and collaboratively, maintain professionalism under pressure, and exercise sound judgment.
Skilled in building trust, managing project timelines and deliverables, and demonstrating persistence in achieving objectives.
Ability to advise managers on business improvement methods, identify operational challenges, and provide actionable recommendations.
Experience with digital service design, digital transformation initiatives, and developing business improvement metrics and business intelligence tools is desirable.
Qualifications and Experience:
A bachelor’s degree or diploma in Business Administration, Data Analysis, Local Government Administration, Business Analysis, or a related field.
Completion of one or more of the following designations is preferred:
Certified Business Analyst Professional (CBAP)
Lean or Six Sigma certification
Project Management Professional (PMP)
Certified Customer Experience Professional (CCXP)
Change Management certification (Prosci or equivalent)
User Experience certification
Data Analytics certification
Over 5 years of related experience in Continuous Improvement, Digital Transformation, Customer Experience, and Corporate Organizational Performance Management, preferably in the public sector; experience in a unionized environment is desirable.
Broad knowledge of local government functions, laws, regulations, and procedures, with an understanding of the City of Richmond's strategic priorities.
Experience administering or supporting public-facing services in a municipal government environment is an asset
An equivalent combination of training and experience may be considered
Additional Information:
Employee Group:
CUPE Local 718

Position Status:
Regular Full-Time

Duration of Appointment:
n/a

Salary Range:
$53.44 - $63.14/hr

Hours of Work:
Monday to Friday 8:15am - 5pm, compressed work week schedule.

Application Posted:
6/13/25

External Closing Date:
7/3/25

PCC#:
1335