Job Title
Continuous Improvement Analyst
Job Description
The Continuous Improvement Analyst will deliver innovative solutions for the business by surfacing underlying opportunities, highlighting factual data & information, and narrating ‘the story’ around those opportunities. Working day‑to‑day you will support the design and delivery of projects and initiatives to enable service improvement. The role includes providing analysis, identification, solution design and support the delivery of tangible projects and driving improvement initiatives.
In addition, you will provide ongoing review of Operations performance and process adherence to help drive the continuous improvement and Customer Experience. The Insight Analyst will work closely with other members of shared services (Continuous Improvement, Operational Governance), operations, Quality Client Partners and client teams to ensure the initiatives drive the appropriate results.
The role supports our clients in providing a world‑class customer service and experience, unlocking problems and providing supportive solutions. This is achieved by supporting Capita’s internal operations around key performance indicators (Customer Satisfaction, NPS, Right First Time, AHT etc.) and the clients internal business processes with tangible and actionable insight and recommendations.
Furthermore the role will also support development of expert knowledge in one or more of the technical disciplines (Lean SixSigma, journey mapping, process design, customer metrics) used within the team. The Insight Analyst will participate and lead collaborative forums, sharing and developing knowledge with colleagues.
Accountabilities & Activities
* Deliver innovative insight, along with improvement recommendations for Capita and our clients.
* Support the Insight Expert / Manager to design and deliver initiatives that drive demonstrable and quantifiable improvements to our business and the client.
* Use analytics, built around internal and external data sources, to provide useful insight for improvement.
* Work closely with wider shared services, MI teams to support pulling different data sets together, to provide more tangible data sets.
* Undertake root cause analysis to identify key failure drivers, investigation of data sets and reviewing performance over time to support development / delivery of appropriate solutions.
* Support management to ensure that contracted obligations/KPI’s are met, understanding root cause for under performance.
* Support projects, both short & long term, by collating and analysing data and converting this into intelligent insight that can be used to meet business & client requirements.
* Support and respond to stakeholder and client needs.
* Develop subject matter expertise in key disciplines and / or industries to provide benchmarking opportunities and share best practice.
* Keep up to date with current industry thinking, utilising new methods and approaches in order to continually improve the level of insight that you deliver.
Qualifications, Knowledge & Experience
* Preferably a Green Belt in Lean Six Sigma
* Contact Centre experience desirable
* Knowledge and application of Contact Centre relevant software & systems desirable but not essential
* Solid understanding of Continuous Improvement methodologies and tools, with experience applying structured approaches to problem solving and process optimisation.
* Good Excel knowledge, including formulae
* Excellent communication skills both verbal and written with attention to detail
* Good presentation skills, including use of PowerPoint, with an ability to convey results to business users, including presentation of performance to client
* Influencing skills, stakeholder and relationship management skills to develop and sustain relationships
* Self‑motivated with focused planning and organisation skills
* Manage time effectively to deliver to tight deadlines and able to prioritise multiple pieces of work
* Experience of collation, reporting and presentation of data & information
* Problem solver who is able to create appropriate solutions to support business needs
* Positive, professional and proactive at all times in relation to both internal and external colleagues
* Desire to progress in Service Improvement and Customer Experience
Environment
* Role model behaviours. Working together, collaboration, engagement and can‑do attitude
* Ability to manage competing priorities and demands of the role in a changing environment
* Able to support colleagues cope with competing and changing demands
* Some client facing activity
* Some travel to client site(s)
* Hybrid working – Predominantly home based
* Flexibility to meet the demands of the role in working hours
About Capita Customer Solutions
Capita Customer Solutions is an established leader in the business process outsourcing market with multiple clients in both the public and private sectors. We have a strong reputation for the reliable delivery of bespoke, high‑quality and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing, Multilingual.
Equal Opportunities
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
Location: Leeds, United Kingdom
Time Type: Full time
Contract Type: Permanent
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