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Continuous Improvement Expert
Continuous Improvement Expert
About the Role
The CI Expert will be responsible for designing and delivering projects and initiatives that drive tangible service improvement. Duties involve the analysis, identification, solution design, and delivery of initiatives that directly impact business efficiency and client needs.
Role Overview
Job Title
Continuous Improvement Expert
Job Description
The CI Expert will collaborate closely with clients, Operational Stakeholders, client partners, and Insight & Quality Teams to ensure initiatives deliver the desired outcomes.
The ideal candidate brings industry expertise (minimum one sector served by Customer Management), alongside deep specialised knowledge in one or more technical disciplines—such as:
- Lean & 6S
- Journey mapping
- Process design
- Customer metrics
They will participate in cross-sector and cross-functional forums, sharing best practices and driving optimal results.
Key Accountabilities & Activities
- Partner with the CI & Quality Manager to design, deliver, and monitor initiatives that provide measurable and quantifiable improvements for both the business and clients.
- Provide accurate, timely, and tailored reporting to client stakeholders.
- Conduct business modelling to project results and identify opportunities based on data trends.
- Perform root cause analysis using proven methodologies to diagnose key failure drivers and develop sustainable solutions.
- Successfully manage multiple projects across client accounts, maintaining oversight of pipelines.
- Collaborate internally within Capita and externally with clients to ensure alignment and optimal outcomes.
- Utilise advanced tools, methodologies, and technologies to reduce Cost of Poor Quality (COPQ) and process waste.
- Summarise findings and manage day-to-day client relationships proactively.
- Serve as a subject matter expert in technical disciplines or specific industries, enabling benchmarking and best practice.
- Propose new technologies & process improvements to elevate client performance by identifying industry trends.
- Proficiency in statistical tools and analytics required.
- Operate independently with ownership of client relationships, maintaining autonomy in project ownership.
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Essential Qualifications, Knowledge & Experience
- Strong analytical & data management skills, with expertise in implementing improvements using methodologies such as:
- Lean
- 6 Sigma
- Operational knowledge of:
- Telco
- Retail
- Utility
- Financial Services
- Government sectors
- Proven experience delivering performance improvements covering:
- People
- Process
- Technology
- Ability to structure business analysis and model solutions effectively for both clients and senior stakeholders.
- Qualification as a Green Belt in Lean 6 Sigma.
Desirable Qualifications, Knowledge & Experience
- Black Belt in Lean 6 Sigma
- Advanced statistical tools expertise.
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Judgement Skills
- Project management across multiple opportunities.
- Skill in using complex theoretical models while applying practical solutions.
- Ability to contextualise improvements within a contact centre environment.
- Evaluating industry insights and Continuous Improvement (CI) best practices.
- Thriving under pressure; prioritisation & multitasking to meet deadlines.
Freedom of Action
- Work with clients/industry teams across multiple initiatives.
- Manage initiatives autonomously from initiation to completion through business stage gates.
- Allocate resources proportionately based on project priority.
Dimensions
- Deliver measurable business benefits for Service Improvement teams and client accounts.
- Foster strong working relationships with internal & external operational stakeholders, earning positive feedback.
Environment
- Balance competing priorities in a dynamic working environment.
- Support colleagues by accommodating changing demands.
- Occasional client-facing activity.
- Need for in-person travel (as required) and hybrid working flexibility.
- Adaptability to role demands within standard working hours.
- Professional role model exhibits teamwork, collaboration, constructively challenging assumptions, and constructive behaviour.
Location & Contract Details
- Location: Leeds, United Kingdom
- Working Type: Full time
- Contract Type: Permanent
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