Closing Date: 09/07/2025
Location: London or Sunderland
Hybrid: 3 days a week from our London or Sunderland office & 2 days working from home
About this role
As a Regional Continuous Improvement Lead, you will be responsible for scrutinizing and improving our contact centre operations. You will collaborate with senior leadership, operations managers, team leads, and customer service advisors to identify pain points and bottlenecks, and implement impactful improvements in policies, tools, services, and processes. Your role involves building and delivering a continuous improvement framework across departments to enhance customer, partner, and advisor experiences.
Key responsibilities include:
* Building and leading a continuous improvement framework, proactively identifying opportunities for enhancement.
* Managing and coaching a team of Continuous Improvement Specialists.
* Leading improvement workshops with leadership and subject matter experts.
* Collaborating with various teams to optimize customer service journeys and policies.
* Managing the lifecycle of improvement initiatives from identification to project delivery.
* Using various methods to build cases for change and identify solutions.
* Ensuring successful implementation and fostering a culture of continuous improvement.
Qualifications and experience:
* Experience leading a continuous improvement team with tangible results.
* Lean Six Sigma Green or Black Belt certification.
* Strong data analysis skills.
* Experience in project management and business analysis is beneficial.
* Ability to influence and collaborate effectively within complex organizations.
* Excellent stakeholder engagement and communication skills.
About JET:
Join a dynamic, international team working with top brands, fostering a culture of growth, movement, and celebration of success.
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