Continuous Improvement Coach

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Date: 27 Jul 2026

Location: Gatwick, GB

Salary: Up to £55,000 - (Dependent on experience)

Contract Type: 12 Month Fixed Term Contract

Security Level: CTC

Location: Gatwick – min 2 days in the office per week.

Visa Restrictions: This position does not offer visa sponsorship

Closing Date:
Friday 14th August 2026

Shortlisting: w/c Monday 17th August 2026

Interview Date:
Wednesday 26th / Thursday 27th August 2026

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

Working with the Head of Continuous Improvement to develop a sustainable improvement capability which embeds a culture of Continuous Improvement (CI) and Operational Excellence within the CAA.This will involve building capability and skills to deliver knowledge and support across the business.

The CI Coach will work with business areas to deliver improvements to service quality and efficiency in addition to improved risk management and customer experience. You will ensure that changes to working practices and processes are well managed and any impact to Service Delivery is clearly understood and agreed with stakeholders in line with the CAAs strategic goals. This will require a strong network of relationships across the organisation;

influencing and driving change at Head of Department and at operational process level.

These objectives will be met by a team of internal Continuous Improvement (CI) Coaches who, in partnership with Portfolio Delivery colleagues, will provide improvement expertise and coaching to CAA operational managers and teams in Continuous Improvement tools and techniques and creating a foundation for sustainable improvement in the longer term. This will mean needing the ability to share skills and knowledge across the team and also have the passion to improve themselves.

Promoting a culture of Continuous Improvement through coaching, training and mentoring managers and teams in the appropriate use of problem-solving tools and techniques with the aim of reducing costs and improving service and efficiency.

This will be complete across;

• Leading continual improvement focused projects using a 5D approach supporting business teams in reaching and improving on its year on year performance targets across Quality, Cost and Delivery
• Improve operational processes to reduce internal waste, build in quality and enhance customer service. Reducing the burden associated with internal rework and complaints.
• Enable business driven projects to deliver optimised processes by identifying and where appropriate delivering “end to end” improvement opportunities particularly but not solely before digitisation/technology activity.
• Act as a CI SME, working closely with project teams to ensure that system changes and enhancements are developed using Continuous Improvement principles, with error proofing in place to prevent passing defects downstream.
• Working with management teams to coordinate, schedule, and resource necessary operational readiness activities ahead of any significant change initiative.

• Ensure services address user needs by adopting a user-centered approach to design and improvement projects
• Design and refine service prototypes, testing them with real users to iterate and enhance
• Consider both short-term and long-term impacts of service design decisions, embedding quality and customer-centricity into change projects
• Create and maintain detailed service blueprints, covering both front-end and back-end processes involved in service delivery
• Document design decisions, user personas, journey maps, and other key artifacts for internal reference and communication

• Develop close working relationships with Business teams to drive understanding of how the areas can work more effectively together and how shared processes can be improved, driving down error rates through the identification of root cause.
• Work with Portfolio Delivery…