Continuous Improvement Specialist - Stockless Fulfilment

Overview

Secondment / fixed term contract until 22/20/2027.

Reporting to the Operations & Development Manager, you are responsible for identifying, prioritising and delivering end-to-end process improvements across Stockless Fulfilment and related operational flows. You will lead the redesign of processes to improve efficiency, reduce waste and manual effort, and enhance customer experience through data-driven insight, continuous improvement methodologies and automation opportunities. You will ensure measurable benefits realisation, robust governance and compliance, and effective embedding of changes into business-as-usual operations.

Working cross-functionally, you will drive standardised ways of working, strengthen optimisation, and foster a culture of operational excellence and continuous improvement.

What's in it for you?

• Discretionary annual bonus up to 20%
• 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

• Determine and align upon key continuous improvement opportunities with the Operations & Development Manager and key stakeholders.
• Intake, prioritise and govern continuous improvement demand, ensuring alignment to strategic priorities, customer impact and operational performance within capacity constraints and a defined improvement pipeline.
• Lead end-to-end discovery, analysis and redesign of Stockless Fulfilment processes across order capture, supplier routing, fulfilment, dispatch, tracking, exceptions, returns and refunds.
• Apply structured problem-solving techniques (e.g. root cause analysis, value stream mapping, Pareto analysis) to identify inefficiencies, risks, bottlenecks and failure demand.
• Design and document future-state processes that improve flow, reduce manual effort and increase straight-through processing, ensuring solutions are practical, scalable and implementable.
• Maintain clear, standardised process documentation, SOPs and process maps in line with enterprise governance and audit requirements.
• Identify, shape and prioritise automation and digital workflow opportunities across fulfilment and supplier processes.
• Develop and embed manage-by-exception operating models and vendor-led processes and ways of working for Stockless. Fulfilment, enabling scalable control, improved responsiveness, and reduced operational overhead.
• Evaluate and recommend digital and automation solutions that improve efficiency, resilience, customer experience and operational visibility.
• Lead continuous improvement initiatives end-to-end from opportunity identification through delivery, benefits realisation and transition into BAU ownership.
• Apply continuous improvement methodologies to reduce waste, variation and inefficiency, embedding standard work and control mechanisms.
• Ensure measurable benefits realisation (cost, efficiency, service and customer outcomes) is defined, tracked and evidenced post-implementation.
• Monitor post-implementation performance, conducting reviews to assess impact, sustainment and further improvement opportunities.
• Facilitate cross-functional collaboration to deliver end-to-end process improvements.
• Influence stakeholders to adopt standardised processes, tools and ways of working across internal teams and external supplier networks, escalating risk as required.
• Use data-driven insight to resolve trade-offs across cost, speed, availability and customer experience, ensuring aligned decision making.
• Lead change management activities including stakeholder engagement, communications, training and adoption planning for new processes and systems.
• Build continuous improvement capability across teams through coaching, guidance and practical application of CI tools and methodologies.
• Foster a culture of accountability, operational excellence and data-led decision making
• Identify, assess and mitigate operational, customer and process risks arising from change initiatives, ensuring controls are embedded by design.
• Ensure compliance with internal controls, governance standards and regulatory requirements within…