Continuous Improvement Expert

Description:

As part of our continuous improvement team, you’ll be a key player in helping our clients better understand and deliver the best possible customer service and experiences. With experience using methodologies such as Lean Six Sigma, journey mapping, customer metrics and process design, you’ll work with various clients and stakeholders, analysing data to spot trends, identify issues and carry out root-cause analysis. You’ll also monitor progress and collaborate with operational and insight teams to ensure proposed solutions are correctly implemented and achieve desired, quantifiable results. At Capita Experience, we’re on a mission to transform how services are delivered through contact centres, so the work you do will have a direct impact on how customers and businesses engage with each other up and down the country.

With a huge roster of clients in sectors such as telecoms, retail, utility, finance, and government, you’ll be able to develop an extensive and expert understanding of service improvement in different areas, with the chance to share ideas and learn from others through forums and working with our dedicated and supportive teams. We’re committed to developing you in your career, with progression routes to match your ambition, opportunities to work on a host of different projects, and academy training to help you learn and evolve new and existing skills. And we believe in offering flexible working solutions that suit your needs, whether that’s from home, from your nearest Capita office, or a blend of both. Join us at this exciting time and see how you could help shape the future of customer experience.

What You’ll Be Doing
 

• using appropriate methodologies to analyse data, identify key failure drivers and carry out root-cause analysis
• providing modelling of results and opportunities; developing service improvement solutions that will produce demonstrable and sustainable results
• providing accurate and timely updates and reporting on progress tailored to the client’s requirements
• working collaboratively with S&E colleagues across sectors, functions, and different Capita teams to achieve the best outcomes
• using 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
• managing multiple projects and pipelines of work across clients and accounts in different industries and sectors
   

What We’re Looking For
 

• someone with excellent analytical and data management skills
• experience delivering performance improvement, including in People, Process and Technology
• a good understanding of how to implement improvements using one or more of the following methodologies: Lean Six Sigma, journey mapping, customer metrics, process design
• a Green Belt in Lean Six Sigma
• sound operational knowledge and a level of understanding within telecoms, retail, utility, financial or government services
• the ability to structure and adapt business analysis, modelling and business solutions to meet the requirements of different clients and stakeholder