# Continuous Improvement Lead

**Company**: Capital One
**Location**: Nottingham, Nottinghamshire
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Nottingham--Eng/Continuous-Improvement-Lead_R999169-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a84a7751-ee3

## Description

We are seeking a proactive Continuous Improvement Lead to bridge high-level operational strategy and hands-on delivery. In this role, you will lead cross-departmental projects aimed at enhancing customer experience, reducing waste, and streamlining contact centre performance.

**Responsibilities**

- Lead on the translation of Operational strategy into meaningful improvement opportunities

- Drive the direction of travel across prioritised Bold Goals and Vision Impacting projects

- Lead on the building and refinement of business cases, which are multi-faceted and cross departmental in nature

- Partner with technology, outsourced suppliers and other teams, to drive material Operational improvements

- Influence change at senior leadership level, whilst having the ability to drive action across peer group

- Apply management skills such as communication and change leadership, to help drive key priorities like technology changes, and continuous improvement activities

**How you'll be doing it**

- Conducting industry research and benchmarking, whilst coupling with learnt experiences to appropriately steer initiative identification and delivery

- Undertake problem solving, driving change and efficiencies to create better experiences for our customers

- Understanding, analysing and translating data into robust business cases

- Use a variety of methodologies, techniques and tools to define, manage and improve processes

- Prioritise changes that add the most value to the business and customers

- Supporting projects by partnering with process, technology and suppliers to ensure processes are efficient

- Reviewing processes end-to-end, through the eye of the business, customers and other key stakeholders

- Responding quickly to rapidly changing market conditions and improving business processes

**Requirements**

- Strong in-built analytical mindset, a high level of numerical ability

- Experience in understanding key operational processes, systems and technologies

- Minimum of two years experience of using a structured methodology such as LEAN or Six Sigma

- A skilled problem solver, able to complete root cause analysis

- Strong communication skills, both written and verbal, and excellent influencing skills

- Experience in a regulated environment, with contact centre experience preferable

**Benefits**

- Competitive pension and performance-based bonus schemes

- 25 days of annual leave, increasing with tenure

- Access premium care through private medical insurance

- Enhanced parental leave

- Up to £5,000 in funding for external qualifications

## Skills

### Required
- analytical mindset
- numerical ability
- LEAN or Six Sigma
- problem solving
- communication skills
- influencing skills

### Nice to have
- contact centre experience
- regulated environment experience

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Nottingham--Eng/Continuous-Improvement-Lead_R999169-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)