Continuous Improvement Lead

We’re looking for someone who’s got a knack for making good things even better, our next Continuous Improvement Lead!

At Perch Group
, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts
. We do this through an empathetic and customer-centric approach that is at the heart of our success.

As a Continuous Improvement Lead, you’ll work across business areas to identify, analyse and prioritise process improvement opportunities using performance data, operational MI, customer outcomes collaborate with senior leaders and multidisciplinary teams across Perch Group, contributing to our product-led change model and wider continuous improvement capability.

You’ll apply structured, evidence-led problem solving to identify root causes, uncover systemic themes and shape improvements aligned to business strategy. Working with Business Analysts, Architects, Process Owners, Product Owners and delivery teams, you’ll ensure initiatives are well defined and ready for delivery.

The role combines continuous improvement, analytical rigour, stakeholder engagement and delivery readiness. You’ll help ensure improvements are implemented in a controlled way, with clear ownership, measurable benefits and sustainable outcomes.

You’ll collaborate with senior leaders and multidisciplinary teams across Perch Group, contributing to our product-led change model and wider continuous improvement capability. Expect a culture of collaboration, empowerment and accountability, with customer outcomes, insight and adaptability at its core.

• Identify inefficiencies, control weaknesses, waste, variation and customer friction.
• Use Lean principles and techniques such as 5 Whys, fishbone and Pareto analysis to identify root causes.
• Develop and maintain a prioritised pipeline of improvement opportunities.
• Identify systemic issues and translate findings into clear, evidence-based recommendations.

• Analyse process performance, KPIs, operational MI and customer outcomes to identify improvement opportunities.
• Establish baselines, success measures and reporting requirements.
• Ensure improvements have clear ownership and measurable outcomes.

• Prioritise improvements against strategy, customer outcomes, risk, benefits and delivery readiness.
• Shape opportunities into delivery-ready initiatives with clear problem statements, evidence, impacts, dependencies, risks and success measures.
• Work with Business Analysts, Architects, Process Owners and delivery teams to reduce poorly defined demand entering delivery squads.

• Support controlled implementation, including operational readiness, procedures, controls, training and handover.
• Validate that changes deliver intended business and customer outcomes.
• Identify corrective action where benefits, controls or MI are not operating as expected.
• Maintain traceability from problem identification through to delivery and realised outcomes.
• Partner with senior stakeholders and multidisciplinary teams across Transformation & Delivery.
• Coach colleagues in practical continuous improvement and evidence-led problem solving.
• Contribute to shared improvement standards, tools and good practice.

• Proven experience in continuous improvement, process improvement, transformation, operational excellence or change.
• Strong analytical and problem-solving skills, with…