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