Continuous Improvement Specialist

About this role

Were looking for an experienced Continuous Improvement Specialist to join our Operational Excellence team to help solve business wide problems thatll deliver improved experiences and outcomes for both our associates and customers. This role would suit a Lean / Continuous Improvement professional with an eye for data and a passion for making improvements to enable delivery against the Operational Strategy.

What youll be doing

• Translating the Operational strategy into meaningful improvement opportunities

• Building and refining business cases grounded in data as we look to enhance outcomes for for our customers and transform how we service our customers within the contact centre

• Partner with technology outsourced suppliers and other teams to drive material Operational improvements as we continue to invest in our agent tooling and digital journeys

• Apply management skills such as communication and change leadership to help drive key priorities like technology changes and continuous improvement activities

How youll be doing it

• Undertake problem solving driving change and efficiencies to create better experiences for our customers

• Understanding analysing and translating data into robust business cases which evidence the impact of opportunities before seeing them through to fruition

• Use a variety of methodologies techniques and tools to define manage and improve processes such as Statistical analysis Business Process Management Lean and Six Sigma

• Prioritise changes that add the most value to the business and customers whilst seamlessly delivering those into the Operation positively impacting our cost portfolio

• Supporting projects by partnering with process technology and suppliers to ensure processes are efficient and focus on key business objectives

• Reviewing processes end-to-end through the eye of the business customers and other key stakeholders and introducing innovation into the process with impactful results

• Responding quickly to rapidly changing market conditions and improving business processes by eliminating waste and enhancing quality whilst achieving and maintaining optimal levels of process performance.

What were looking for

• Strong in-built analytical mindset a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data

• Experience in understanding key operational processes systems and technologies across multiple lines of business and at pace

• Experience of using a structured methodology such as LEAN or Six Sigma with Green belt being advantageous

• A skilled problem solver able to complete root cause analysis to gain insights and solve problems for the business

• Have managed key strategic process design process improvements or continuous improvements

• Strong communication skills both written and verbal and excellent influencing skills with the ability to operate effectively at multiple levels across the organisation

• A strong decision maker with the ability to combine business experience and insights from a range of sources to make effective recommendations

• Experience in a regulated environment with contact centre experience preferable

Where and how youll work

This is a permanent position and can be based in our Nottingham offices.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.

Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.

Whats in it for you

• Bring us all this - and youll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme bonus generous holiday entitlement and private medical insurance with flexible benefits available including season-ticket loans cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym subsidised restaurant mindfulness and music London you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in to name a few:

• REACH Race Equality and Culture Heritage group focuses on representation retention and engagement for associates from minority ethnic groups and allies

• OutFront to provide LGBTQ support for all associates

• Mind Your Mind signposting support and promoting positive mental wellbeing for all

• Women in Tech promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders particularly for female talent in our industry

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.