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Continuous Improvement Expert
Continuous Improvement Expert
Job Title
Continuous Improvement Expert
About the Role
The CI Expert will design and deliver projects and initiatives to achieve tangible service improvement. This role involves analysis, problem identification, solution design, and execution to deliver measurable business value.
The CI Expert will collaborate with clients, operational stakeholders, client partners, and internal teams, including Insight and Quality teams, ensuring initiatives align with defined goals. This position is a source of expertise in lean 6S, journey mapping, process design, and customer metrics and will contribute to collaborative discussions across sectors and functions.
Autonomy is key — the CI Expert will work independently across accounts, owning client relationships, while providing benchmarks and best practice to clients.
Accountabilities & Activities
- Work closely with the CI & Quality Manager to design, deliver, and track initatives that drive quantifiable business and client improvements
- Provide accurate and timely updates to clients, stakeholders, and senior management
- Utilise Root Cause Analysis (RCA) methodologies to identify failures, design, and implement sustainable solutions
- Manage multiple concurrent projects and deliverables across client accounts
- Collaborate with teams across sectors, functions, and Capita for optimal business outcomes
- Apply new and existing tools, methodologies, and technologies to enhance service improvement and reduce Cost of Poor Quality (COPQ)
- Benchmark performance and share best practices with clients to drive continuous improvement
- Use statistical tools and analytics to refine initiatives
- Operate independently within accounts, owning client relationships, while balancing multiple responsibilities
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Qualifications, Knowledge & Experience
Essential
- Strong analytical skills, with experience in improvement methodologies (e.g., lean, Six Sigma)
- Operational expertise with knowledge of sectors such as Telco, Retail, Utilities, Financial Services, and Government
- Experience in performance improvement, focusing on People, Process, and Technology
- Ability to structure, model, and present business solutions in formats consumable by clients and stakeholders
- Green Belt certification in Lean Six Sigma (desirable: Black Belt)
- Understanding of statistical tools
- Ability to prioritise, multitask under pressure, and meet deadlines
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Desirable
- Black Belt certification in Lean Six Sigma
- Proficiency in advanced theoretical and practical models
- Knowledge of contact centre operations and operational efficiency
- Experience evaluating client industries and CI best practices
Key Behaviours
- Self-managed – Autonomous in project execution
- Client-focused – Builds relationships and delivers on operational requirements
- Collaborative – Works across teams to drive shared outcomes
- Flexible and adaptive – Responds to changing priorities and environments
- Hybrid & adaptable working – Travel to client sites when required
Location & Contract
- Leeds, United Kingdom
- Full-time Permanent role
About Capita
Capita is a leading outsourcing partner, supporting public and private sector clients across 8 countries. We excel in delivering efficient, people-centric processes with cutting-edge technology to create exceptional service experiences.
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