Regional Continuous Improvement Lead, Sunderland
Client: Just Eat Takeaway.com
Location: Sunderland, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: ae8b0d917dac
Job Views: 5
Posted: 25.08.2025
Expiry Date: 09.10.2025
Job Description:
Closing Date: 27/08/25
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 scrutinize our contact centre operations. Collaborate with the Senior Leadership team to implement improvements in policies, tools, services, and processes. Work closely with Ops Managers, TLs, and CS Advisors to identify pain points and operational bottlenecks, aiming to enhance efficiency and engagement. Partner with the global CS Operational Excellence team, P&T teams, and other departments to develop a continuous improvement framework, continuously enhancing customer, partner, and advisor experiences.
Key responsibilities include:
* Building and leading a best-in-class continuous improvement framework, proactively identifying enhancement opportunities.
* Managing and coaching a team of Regional Continuous Improvement Specialists to implement impactful initiatives.
* Leading improvement workshops with leadership and SMEs for problem-solving and change management.
* Collaborating with various teams to inform policy, engage staff, and optimize CS Advisor journeys.
* Managing the lifecycle of improvement initiatives from identification to successful delivery.
* Using interviews, feedback, analysis, workshops, and surveys to build cases for change and identify solutions.
* Ensuring successful implementation and embedding a culture of continuous improvement through post-project reviews and behavioral influence.
Qualifications and experience:
* Proven leadership in continuous improvement teams, delivering tangible business improvements in fast-paced environments.
* Lean Six Sigma Green or Black Belt qualification.
* Strong data analysis skills to identify trends and improvement areas.
* Experience in Programme/Project management and business analysis is beneficial.
* Natural influencer and collaborator, adept at navigating complex organizations.
* Excellent stakeholder engagement, influencing, and communication skills, with strategic and pragmatic capabilities.
What we offer:
Join a dynamic team working with top global brands, making an international impact. Enjoy a fun, fast-paced, supportive culture centered on growth, movement, and celebration of our team members.
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