Continuous Improvement Analyst in Milton Keynes

SALARY: Starting from £34,080 per annum

LOCATION: Brunswick Court, Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office; however, flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full time permanent (35 hours per week)

CLOSING DATE: 11th March 2026

We’re looking for a Continuous Improvement Analyst to work as part of a small and dedicated team focused on consistently delivering good outcomes for our customers via the identification, management, implementation and tracking of initiatives to optimise processes across Customer Operations.

The role aligns to FCA requirements to undertake Root Cause Analysis (RCA) across all customer-facing departments on customer complaints and feedback from Retail customers, undertaking benchmarking and discovery activities using Lean Six Sigma and Agile methodologies to highlight opportunities for continuous improvement.

What You’ll Be Doing

• Use data and heat mapping to identify suitable areas for process/customer experience review.
• Mine insight from internal sources such as QA, Customer Outcomes Testing as well as direct Voice of the Customer feedback from satisfaction surveys and Trust Pilot to inform opportunities for review.
• Undertake Root Cause Analysis using LEAN methodologies to meet FCA requirements and support Customer Operations’ vision to consistently deliver good outcomes for our customers.
• Review end-to-end business processes/customer journeys and complete process mapping to identify customer friction points, process bottlenecks and wasteful actions to manage the improvement of both customer experience and operating efficiencies.
• Use standardised Lean, Six Sigma and Agile methodologies, including tools, templates, external benchmarking.
• Support the Continuous Improvement Lead Analyst where required with various forums such as Monthly Business Reviews, Root Cause Analysis Working Group and other such forums and working groups as business need dictates.

Essential Experience & Skills

• High level of motivation, flexibility, drive and personal commitment.
• Customer-focused and committed to delivering exceptional customer experience and value.
• Enthusiastic about the use of technology and an ability to provide a communication ‘bridge’ between the business and technologists.
• A willingness to learn and develop new skills.
• Agile approach and ability to keep up with the pace of change; learn fast and adapt to the new conditions quickly and effectively.
• Excellent team player, able to interact cross-functionally at different levels within the organisation.
• Strong stakeholder management skills at all levels of the organisation.
• A proactive approach with the ability to react appropriately and effectively to changing circumstances and demands.

What’s in it for you?

• Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance).
• Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
• Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.
• We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.

Why join VWFS UK?

You’ll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straightforward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn’t just a statement for us; we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.