Continuous Improvement Lead in Norfolk, Norwich

We are seeking a talented individual to join our Claims Operations team at BCS Marsh Risk. This role will be based in Norwich and is a hybrid role that requires working at least three days a week in the office.

This is an exciting opportunity to play a critical role in driving operational excellence, delivering high priority improvement projects, creating a culture of continuous improvement mindset, and changing the way work gets done. The Lead is responsible for driving process transformation, standardization, and continuous improvement initiatives.

Reporting to the Head of Continuous Improvement and Performance, the role serves as an internal consultant and change agent, combining process expertise, analytical capability, stakeholder management, and project leadership to improve efficiency, quality, and client experience. The role is purpose-built for someone who can take a capability from concept to execution across complex process workflows and hand-offs.

We will count on you to:

• Lead end-to-end Continuous Improvement initiatives, designing and implementing solutions.
• Manage and execute complex projects or processes from inception through to delivery, ensuring milestones, timelines, and quality standards are met.
• Collaborate across functions to ensure initiatives are progressed with pace, escalating issues, dependencies, and obstacles slowing progress.
• Identify and prioritise improvement opportunities, working closely with CI leads.
• Run workshops, process mapping, and root cause analysis.
• Promote a CI culture – encourage team members to suggest ideas, develop solutions, and share learnings.
• Define success measures and report on savings, efficiency gains, quality improvements, or risk reduction.

Key Outcomes and deliverables include measuring business impact such as man hours saved, cost savings/avoidance, reduction in escalations/complaints, reduction in average handling time, cycle time, error/defect rates, and increase in throughput. Improving Insurer performance, UW collection and payment processes, adoption of dashboards/reporting tools, manual tasks automation, and AI-enabled solutions are also key outcomes.

What you need to have:

• Ability to interpret data and measure performance.
• Hands-on application of core lean tools and methodology, including process mapping, data collection and analysis, root cause problem solving, and performance management frameworks.
• Excellent communication skills as well as attention to detail while developing and presenting to senior leaders of the organisation.
• Business improvement qualifications - LSS Green/Black Belt, Lean Competency system.
• Project or Programme management skills and qualifications.

What makes you stand out?

• Insurance Operations knowledge / Claims Operations.
• Experience as a lean practitioner with demonstrated success in driving business outcomes.
• Demonstrated experience as a qualified Lean / Process Improvement Lead, preferably within the insurance or financial services industry.

Why join our team:

We help you be your best through professional development opportunities, interesting work, and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh is committed to embracing a diverse, inclusive, and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer.

We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections, and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week.