Continuous Improvement Expert in Leeds

The CI Expert will be responsible for the design and delivery of projects and initiatives that will deliver tangible service improvement. The role includes the analysis, identification, solution design, and delivery of projects and initiatives.

The CI Expert will work closely with clients, operational stakeholders, client partners, as well as insight and quality teams to ensure that the initiatives deliver the appropriate results. The CI Expert will be experienced in delivery with growing knowledge of at least one industry sector that customer management serves. The role will also be a source of expert knowledge in one or more of the technical disciplines (lean 6S, journey mapping, process design, customer metrics) used within the team. The CI Expert will participate in collaborative forums sharing across sectors and functions to deliver the best results.

• Working closely with the CI & Quality manager to design, deliver, and track initiatives that deliver demonstrable and quantifiable improvements to our business and the client.
• Provide accurate and timely updates and reporting on progress tailored to the requirements of the client area.
• Provide modelling of results and opportunities.
• Provide root cause analysis using appropriate methodology to identify key failure drivers and develop and deliver appropriate solutions with sustainable results.
• Successfully manage multiple projects and pipelines of work across clients and accounts.
• Collaboration with colleagues across sectors, functions, and Capita teams to provide the best outcomes for both Capita and clients.
• Use of new and existing tools, methodology, and technology to drive service improvement and in-year value including reducing the cost of poor quality (COPQ) and process failure/waste.
• Summarise findings and manage day-to-day client relationships.
• Provide subject matter expertise in key disciplines and/or industries to provide benchmarking opportunities and share best practice.
• Ability to share best practice and introduce new technology and process opportunities to clients to improve their business.
• Detailed use of statistical tools and analytics.
• Working independently and under own autonomy within an account, owning the client relationship.

• Essential: Excellent analytical and data management skills with good understanding of implementing improvements using appropriate methodologies e.g. lean, 6 Sigma.
• Sound operational knowledge and a level of understanding within some of the Telco, Retail, Utility, Financial, and Government Services sectors.
• Experience in delivering performance improvement including people, process, and technology.
• Ability to structure business analysis, modelling, and developing business solutions in a format appropriate for sharing with clients and senior Capita stakeholders.
• Green Belt in Lean 6 Sigma.

• Desirable: Black Belt in Lean Six Sigma.
• Understanding of statistical tools.
• Judgement skills to project manage multiple opportunities and activities.
• Skilled at using some complex theoretical models and knowledge of practical solutions to generate outcomes and recommendations.
• Ability to relate analysis and improvement suggestions to the realities of a contact centre operation.
• Identify and evaluate information relating to client industry(s) and aspects of CI best practice.
• Professional under pressure, able to prioritise and multitask across streams of work to hit deadlines.

The role holder will be required to work with client(s) and/or industry teams working on multiple initiatives. Work autonomously to manage the improvement projects through their lifecycle and business stage gates. Deploy resource proportionate to the project and relative priority.

Provide measurable business benefit for SI team and the client account team. Build a strong working relationship with client operational stakeholders (both internal and external) and gain positive feedback on the effectiveness of responses to their requirements.

Ability to manage competing priorities and demands of the role in a changing environment. Able to support their colleagues cope with competing and changing demands. Some client-facing activity. Some travel to client site(s) as required. Hybrid working. Flexibility to meet the demands of the role in working hours. Role model behaviours. Team player working in collaboration with colleagues in ops and S&E, positive approach, constructively challenging where appropriate.

Location: Leeds, United Kingdom

Time Type: Full time

Contract Type: Permanent