Continuous Improvement Specialist

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire – Continuous Improvement Specialist

We're looking for an experienced Continuous Improvement Specialist to join our Operational Excellence team to help solve business wide problems that'll deliver improved experiences and outcomes for both our associates and customers. This role would suit a Lean / Continuous Improvement professional with an eye for data and a passion for making improvements to enable delivery against the Operational Strategy.

• Translating the Operational strategy into meaningful improvement opportunities
• Building and refining business cases grounded in data, as we look to enhance outcomes for our customers and transform how we service them within the contact centre
• Partnering with technology, outsourced suppliers and other teams to drive material operational improvements while we invest in agent tooling and digital journeys
• Applying management skills such as communication and change leadership to help drive key priorities like technology changes and continuous improvement activities

• Undertake problem solving, driving change and efficiencies to create better experiences for our customers
• Understanding, analysing and translating data into robust business cases that evidence the impact of opportunities before seeing them through to fruition
• Use a variety of methodologies, techniques and tools to define, manage and improve processes such as statistical analysis, business process management, lean and six sigma
• Prioritise changes that add the most value to the business and customers while seamlessly delivering them into the operation, positively impacting our cost portfolio
• Supporting projects by partnering with process, technology and suppliers to ensure processes are efficient and focus on key business objectives
• Reviewing processes end-to-end, through the eye of the business, customers and other key stakeholders, and introducing innovation into the process with impactful results
• Responding quickly to rapidly changing market conditions and improving business processes by eliminating waste and enhancing quality, whilst achieving and maintaining optimal levels of process performance

• Strong analytical mindset, high numerical ability to spot trends and opportunities in raw data
• Experience in understanding key operational processes, systems and technologies across multiple lines of business at speed
• Experience of using a structured methodology such as LEAN or Six Sigma, with Green belt advantageous
• A skilled problem solver, completing root cause analysis to gain insights and solve problems for the business
• Managed key strategic process design, process improvements or continuous improvements
• Strong written and verbal communication skills and excellent influencing skills with the ability to operate effectively at multiple levels across the organisation
• A strong decision maker, combining business experience and insights to make effective recommendations
• Experience in a regulated environment, with contact centre experience preferable

This is a permanent position that can be based in our Nottingham offices. We have a hybrid working model which gives you flexibility to work from our offices and from home. We’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays. Many associates have flexible working arrangements and we’re open to an arrangement that works for you.

• Contribute to the roadmap of an organisation committed to transformation that rewards high performers with strong and diverse career progression
• Investing heavily in developing great people through training programmes and external providers
• Immediate access to core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits such as season‑ticket loans, cycle to work and enhanced parental leave
• Open‑plan work spaces and accessible facilities designed to inspire and support you; our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms (London locations have a running track and espresso café)

We pride ourselves on hiring the best people. Building diverse and inclusive teams is the right thing to do. We partner with organisations such as Women in Finance, Race At Work Charters, Stonewall and up Reach to find people from every walk of life. Internal networks include REACH, Out Front, Mind Your Mind, Women in Tech and Empow

HER.

Capital One is committed to diversity in the workplace.

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