[Hiring] Continuous Improvement Lead @Capita

Role Description

We are looking for a Continuous Improvement Lead to support on implementing and ensuring delivery of high-quality provision. The role includes:

• Design and delivery of projects and initiatives for service improvement.
• Analysis, identification, solution design, and delivery of projects.
• Ongoing review of results to drive Service Improvement and Customer Experience.
• Collaboration with account teams and clients to ensure initiatives drive appropriate results.
• Participation in collaborative forums to share and extract knowledge.

At a strategic level, the role will:

• Build and implement Copilot agents to streamline processes and improve efficiency.
• Work with SMEs and new expert roles to optimize workflows using AI and automation.
• Champion the development of Copilot skills across the service.

Qualifications

• Hands-on Copilot Studio or equivalent conversational agent build experience.
• Clear verbal and written communication skills.
• Customer-centric mindset.
• Analytical thinking with the ability to adapt and work at pace.
• Continuous improvement experience (Lean/Six Sigma or equivalent).
• Understanding of information governance and compliance controls for AI – desirable.

Requirements

• Agent design & build: Use Copilot Studio (and approved tools) to design intents, actions, data connections; configure roles/permissions and test systematically.
• Pilot, iterate, scale: Lead pilots, capture outcomes, remediate issues; plan staged rollouts, training, and hyper care; hand over to service owners with support models.
• Security & compliance by design: Run pre-deployment checks (data access, retention, content filters); document DPIA/controls; align with Microsoft 365 Copilot security & compliance preparation.
• Governance: Maintain knowledge artefacts and work instructions; adhere to audit requirements and re-certification schedules.
• Change & training: Upskill managers/SMEs and embed AI literacy across teams (including Pathfinders participation where applicable).
• Opportunity identification: Support service lines to identify and explore opportunities to utilize technology for streamlining and/or improving processes.

Benefits

• A competitive basic salary (Up to £38,000 depending on experience).
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socializing, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.