Illinois Department of Human Services

Data Analyst

• Produce data related to safety-critical training programs that is accurate, consistent, and reliable to support informed decision-making and compliance with regulatory standards.
• Coordinate data requirements by engaging with the OTSD team, operational teams, and senior management to clearly understand and document data requirements, enabling alignment with organisational goals.
• Provide assistance in maintaining data integrity by conducting regular audits and validation processes to identify and resolve data discrepancies, ensuring high data integrity and trustworthiness.
• Provide support in maintaining and enhancing databases and systems for tracking and reporting training performance, ensuring they are efficient and user-friendly.
• Produce clear, accurate, and actionable reports on training outcomes based on predefined formats and guidelines, enabling informed decision-making.
• Identify data patterns and contribute observations that support improvements to training delivery and operational outcomes.
• Track and report on KPIs related to training programs, ensuring alignment with organisational standards and highlighting areas for potential enhancement.
• Provide user support by explaining reports and data outputs to stakeholders, ensuring clarity and effective utilisation of information.
• Assist with system improvements by supporting IT and data teams in maintaining and enhancing tools to meet current business requirements.
• Participate in process improvement activities by identifying routine issues and proposing updates to standard procedures and workflows.

Assistant Skills Data Analyst – Band 1

Customer Support

• Develop and champion a deep understanding of operational requirements and integrate this with insights and expertise from the Customer Insight, Strategy & Experience team and colleagues across the Customer function.
• Identify existing and emerging customer and business needs and translate these strategic priorities into achievable operational actions which are most important to our customers.
• Influence and own complex initiatives, facilitating collaboration and leveraging resources from across the organisation to achieve high-quality customer outcomes and delivery of our Customer Strategy.
• Collaborate with stakeholders across the organisation driving them to put customer at the heart of their plans and decision making.
• Compile a complete understanding of the requirements of customers, by working with the Insight and Strategy team, keeping abreast and understanding the implications of relevant best practice and customer service policy to improve the experience for new and existing customers.
• Work with operational teams to compile a forward look of strategic customer opportunities, ensuring we, as the customer rep, are involved upstream in shaping requirements.
• Own and drive key customer projects, working alongside the operational teams, through programme management / delivering actions / managing stakeholders’ expectations / project evaluation and review.
• Proactively develop and maintain positive working relationships with colleagues across Customer and operational teams.

Customer Experience Manager

Manager

• Champion TfL’s heritage approach by applying inclusive, advanced heritage expertise to balance operational needs with the protection and enhancement of heritage assets
• Provide proactive specialist advice to project teams, helping shape creative, heritage sensitive solutions that minimise consents risk and give appropriate weight to the historic environment
• Strengthen organisational awareness of heritage through maintaining and developing TfL’s Heritage Registers
• Monitor and interpret best practice across regional, national and international heritage initiatives
• Build and maintain strong external partnerships with key heritage stakeholders
• Lead and support Heritage Specialists

Assistant Skills Data Analyst – Band 1

Customer Experience Manager

Heritage Manager