[Hiring] Continuous Improvement Consultant @Serco Plc

Role Description

We're looking for a Continuous Improvement Consultant to join our Customer Experience and Engagement team within Citizen Services. This is an exciting opportunity to lead meaningful change across customer service operations, helping to improve business performance, client outcomes and customer journeys through data-driven continuous improvement initiatives.

• Lead the identification, design and delivery of continuous improvement initiatives that enhance operational performance, customer experience and client outcomes.
• Analyse complex operational and performance data to identify trends, diagnose root causes and develop evidence-based solutions.
• Map, review and redesign business processes to improve efficiency, quality and service delivery.
• Build strong relationships with operational teams, clients and key stakeholders to secure engagement and support for change initiatives.
• Lead the implementation of improvement projects within live operational environments, ensuring changes are successfully embedded and sustainable.
• Develop business cases, cost-benefit analyses and cases for change to support improvement and transformation activity.
• Facilitate workshops, problem-solving sessions and process reviews to help teams identify opportunities and create solutions.
• Provide guidance and day-to-day support to Continuous Improvement Analysts and Business Analysts where required.
• Monitor and track benefits realisation, ensuring agreed operational, financial and customer outcomes are achieved.
• Contribute to bids, solution design activity and strategic growth initiatives by providing continuous improvement expertise and insight.
• Promote a culture of continuous improvement, innovation and data-driven decision making across operational teams.

Qualifications

• Proven experience in Business Change, Continuous Improvement, Digital Innovation or Customer Experience environments.
• Strong analytical skills with the ability to interpret complex information and translate insights into practical recommendations.
• Experience delivering improvement projects or workstreams with measurable outcomes.
• Excellent communication and presentation skills, with the ability to simplify complex concepts for a range of audiences.
• Strong stakeholder management skills with experience influencing operational leaders, clients and senior decision-makers.
• Experience facilitating workshops, problem-solving sessions and collaborative working groups.
• Demonstrable project management and planning capability.
• Experience managing, coaching or providing direction to small teams or colleagues.
• Strong Microsoft Office skills, including Excel and PowerPoint.
• Ability to work independently while collaborating effectively across diverse teams and functions.

Requirements

• Lean Six Sigma qualification or experience.
• Agile qualification or experience.
• Experience implementing digital, automation or continuous improvement solutions.
• Experience contributing to bids, proposals or growth initiatives.
• Knowledge of emerging technologies and innovation trends within customer services.
• Experience developing continuous improvement capability within teams.
• Awareness of how AI-enabled tools can support customer service operations and service improvement.

Benefits

• 25 days’ holiday plus bank holidays.
• Up to 6% contributory pension scheme.
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service.
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity.
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging.