About the vacancy
We’re excited to introduce a brand-new role at Hedyn as we recruit for a Continuous Improvement Analyst. This is a unique opportunity to shape how we work, driving meaningful change and delivering better outcomes for our residents. Working across teams, you’ll analyse processes, identify opportunities, and support the delivery of smarter, more efficient services. If you’re passionate about improving the way things are done and putting customers at the heart of change, this is your chance to make a lasting impact.
You’ll play a key role in supporting a structured and effective continuous improvement approach across Hedyn—analysing services, mapping processes, generating insight, and helping design and implement sustainable improvements that benefit customers, communities, colleagues, and the organisation.
Working closely with the Continuous Improvement Manager, service teams and stakeholders, you’ll help identify opportunities, understand root causes, support service redesign, and evaluate whether changes deliver measurable, lasting benefits. You’ll operate with autonomy in defined areas, while contributing to wider, more complex improvement programmes as part of a collaborative team.
Specifically, in the role you will
Service Analysis and Diagnosis
* Analyse services using operational data, customer insight, performance information, and stakeholder feedback to identify improvement opportunities.
* Develop a clear understanding of how services operate in practice, including key pain points, inefficiencies, risks, and root causes.
* Translate complex information to establish service demand (volume, type, variation) to identify patterns, constraints, and drivers of performance.
* Identify and quantify failure demand, including avoidable contact, rework, and repeat activity.
* Evaluate end-to-end processes to identify waste (e.g. duplication, delays, unnecessary hand-offs, non-value activity).
* Produce clear, evidence-based findings that support prioritisation and decision-making.
Process Mapping and Service Understanding
* Lead workshops to establish high-level and detailed end-to-end process maps that reflect how services operate in reality.
* Document variations, workarounds, rework, delays, controls, and dependencies across service delivery.
* Identify opportunities for simplification, standardisation, redesign, and appropriate automation.
* Ensure process understanding reflects operational, system, policy, and customer experience considerations.
* Maintain accurate and accessible process documentation to support consistency and future improvement activity.
* Deliver and embed Hedyn’s continuous improvement methodology across improvement activity.
* Contribute to the structuring of improvement work, including defining scope, requirements, options, and key measures.
* Lead defined elements of improvement activity (e.g. analysis, mapping, requirements, implementation tracking).
* Track actions, dependencies, risks, and progress as part of implementation.
* Complete evaluations of improvement activity by assessing outcomes, benefits, and sustainability of change.
Insight & Evidence
* Translate data, customer voice, colleague feedback, and assurance insight into clear and actionable intelligence.
* Collaborate with Insight and Data colleagues to develop appropriate measures, baselines, and reporting.
* Support the definition and tracking of benefits, ensuring improvement activity is evidence-led.
* Identify trends, variation, and emerging issues to inform improvement priorities and decisions.
Stakeholder Engagement and Facilitation
* Collaborate with managers, service leads, frontline colleagues, and customers to understand service challenges.
* Facilitate and support workshops, problem-solving sessions, and service reviews.
* Build effective working relationships that enable collaborative, service-led improvement.
* Present findings, insight, and process information clearly, tailored to different audiences.
Customer-Centred Improvement
* Ensure customer experience, voice, and value are embedded in service analysis and improvement activity.
* Ensure the capture and use of lived experience within service reviews and redesign work.
* Contribute to improvements that strengthen delivery of Hedyn’s customer promise and outcomes for residents and communities.
Capability Building and Continuous Improvement Culture
* Develop tools, templates, and guidance to enable consistent improvement practice.
* Build improvement capability by coaching teams to apply structured approaches.
* Promote consistent use of improvement methods, language, and frameworks.
* Review and apply learning and good practice to support continuous improvement maturity across Hedyn.
Benefits
Enhanced Pension Scheme
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.
Enhanced Annual Leave
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.
SMART Working (dependent on role)
You’re trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
Health and Wellbeing
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.
Development
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.
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