Continuous Improvement Specialist

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Continuous Improvement Specialist

About this role

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.

What you’ll be doing

Translating the Operational strategy into meaningful improvement opportunities

Building and refining business cases grounded in data, as we look to enhance outcomes for for our customers and transform how we service our customers within the contact centre

Partner with technology, outsourced suppliers and other teams, to drive material Operational improvements as we continue to invest in our agent tooling and digital journeys

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

Undertake problem solving, driving change and efficiencies to create better experiences for our customers

Understanding, analysing and translating data into robust business cases, which 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, whilst seamlessly delivering those 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.

What we’re looking for

Strong in-built analytical mindset, a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data

Experience in understanding key operational processes, systems and technologies across multiple lines of business and at pace

Experience of using a structured methodology such as LEAN or Six Sigma, with Green belt being advantageous

A skilled problem solver, able to complete root cause analysis to gain insights and solve problems for the business

Have managed key strategic process design, process improvements or continuous improvements

Strong communication skills, both written and verbal, and excellent influencing skills with the ability to operate effectively at multiple levels across the organisation

A strong decision maker, with the ability to combine business experience and insights from a range of sources to make effective recommendations

Experience in a regulated environment, with contact centre experience preferable

Where and how you'll work

This is a permanent position and 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’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

Immediate access to our core benefits including pension scheme, bonus, generous…