Process Improvement & Change Lead - 18 Months Fixed Term Contract

This is an exciting time to join the team as a Process Improvement & Change Lead. As a customer focused role, the work you will be involved in, you will truly feel the benefit for our customers. This is a great development opportunity as you will also be working with different areas of the business to deliver change. 

As a Process Improvement and Change Lead you will:

• Work as part of the Experience Improvement function within the Service Excellence & Change team. 
• Ensure we continually make things better for our customers, simpler for our colleagues and cheaper for the business by automating, deflecting, or eliminating inappropriate contacts/ service interactions, whilst demonstrating the customer experience principles. 
• Delivering the Experience Improvement Strategy for Customer Operations Impact Plan. 
• Creation and delivery of the Continuous Improvement &Change plans across Customer Operations 
• Identifying continuous improvement projects to reduce customer effort by automating, deflecting, or eliminating inappropriate contacts across all Customer Operation functions, partners and suppliers to deliver the best experience for our customers and colleagues whilst reducing cost or the business 
• Ensuring the customer and colleague experience is at the forefront of any Continuous Improvement projects, and balance this with the needs of the business 
• Working with our Business Finance Team's in the creation of Business Cases, to support the Experience Improvement Strategy 
• Supporting my Manager (Service Design & Change Manager) in the delivery of all new and existing Continuous Improvement change projects into Customer Operations functions 
• Creation of knowledge management practises to ensure change is delivered and communicated in a efficient and effective manner. Working with our CX Comms Teams
• Management and monitoring of processes contained within our Operational areas to ensuring they are fit for purpose and reviewed regularly to meet customer and business needs 
• Measurement of Experience Improvement projects, baselined prior to delivery and measurement of impact and benefits 
• Monitor customer and operational metrics (call volumes, complaints, job completion rates etc) to Identify opportunities and deliver improvements which will impact our service levels and overall experience
• Work with the Business Excellence Programme to upskill yourself in Business (Operational) Excellence ways of workin

You must have the following skill, experience, and outlook: 

• High degree of numeracy with strong analytical and problem solve skills 
• Have a strong enquiring mind and keen to learn and grow 
• Strong communicator, both verbal and written
• Strong organisational skills with the ability to lead multiple projects simultaneously • Proven Continuous Improvement Experience 
• Process Improvement and Process Mapping Skills 
• Delivery of Contact Deflection and Customer Experience Process Improvement across Contact Centres and/ or Field 
• Lean Six Sigma Green Belt, with a desire to build up your skills to Lean Six Sigma Black Belt 
• Relationship building & stakeholder management (Operations Managers/Senior Operations Managers/ Partners/Suppliers) 
• Influencing and Negotiating skills
  

Benefits

• Salary circa £38,000 depending on experience  
• Hybrid Flexible working - Office based 2 days per week is expected, Improve your home-work balance
• Annual leave 23 days rising with length of service
  
• A generous pension scheme that doubles the contributions you make, up to a maximum of 12%
• We offer enhanced Maternity, Adoption and Shared Parental Leave. We also have a Carers policy and Menopause policy to help us support our people through different stages of their lives.
• Access to our Wellbeing Centre with support for looking after your physical and mental
• Discounts for Medical and Dental Insurance, Retail Outlets
• Volunteer days

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.