Continuous Improvement Lead; AI

Job title:

Continuous Improvement Lead (AI)

Responsible for design and delivery of projects and initiatives that will enable service improvement. The role includes the analysis, identification, solution design and delivery of projects and initiatives. The ongoing review of results to continually drive forward Service Improvement and Customer Experience on several client accounts. To work closely with the account teams and the client to ensure that the initiatives drive the appropriate results.

Participate in collaborative forums sharing and extracting knowledge with colleagues

Job Description:

We are looking for a Continuous Improvement Lead to support on implementing and ensuring delivery of high-quality provision. At a strategic level the role will build and implement Copilot agents to streamline processes and improve efficiency. They will work with SMEs and the new expert roles to optimise workflows using AI and automation and input to the planned Automation projects. They will also champion the development of Copilot skills across the service.

Agent design & build:
Use Copilot Studio (and approved tools) to design intents, actions, data connections; configure roles/permissions and test systematically Pilot, iterate, scale:
Lead pilots, capture outcomes, remediate issues; plan staged rollouts, training, and hyper care; hand over to service owners with support models Security & compliance by design:
Run pre deployment checks (data access, retention, content filters); document DPIA/controls; align with Microsoft 365 Copilot security & compliance preparation Governance:
Maintain knowledge artefacts and work instructions; adhere to audit requirements and re certification schedules Change & training:
Upskill managers/SMEs and embed AI literacy across teams (including Pathfinders participation where applicable). Opportunity identification:
Support service lines to identify and explore opportunities to utilise technology for the streamlining and/or improve processes

Hands on Copilot Studio or equivalent conversational agent build experience Clear verbal and written communication skills Customer centric mindset Analytical thinking with the ability to adapt and work at pace Continuous improvement experience (Lean/Six Sigma or equivalent) Understanding of information governance and compliance controls for AI – desirable Continuous improvement experience (Lean/Six Sigma or equivalent) – desirable

Primary Care Support England (PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI), to deliver digital, logistical and support services to every GP, Dentist, Optician and Pharmacist providing NHS services in England. Our focus is on improving these services by standardising all processes nationally, to make each service more efficient. To date we have already transformed a number of services for Primary Care Support, including ordering medical supplies, tracking medical records, maintaining the Performers Lists for England and processing Ophthalmic GOS payments.

These services are now all hosted on PCSE’s online platform, PCSE Online.

A competitive basic salary (Up to £38,000 depending on experience) 23 days’ holiday (rising to 27) with the opportunity to buy extra leave The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology Access to our…