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Continuous Improvement Analyst
2 months ago
We are seeking a highly motivated and experienced Continuous Improvement Analyst to join our Customer Operations department at Volkswagen Financial Services (UK) LTD. As a key member of our team, you will play a vital role in driving business excellence and enhancing customer experience through process improvement initiatives.
Key Responsibilities- Facilitate the Root Cause Analysis (RCA) working group and the Change Management Forum to identify and implement process improvements.
- Oversee and coordinate the Innovation Station, an internal colleague idea scheme, to encourage and implement innovative solutions.
- Review end-to-end business processes and customer journeys to identify areas for improvement and develop process models to optimize customer experience and operating efficiencies.
- Apply standardized Lean, Six Sigma, and Agile methodologies to drive process improvements and coach others in adopting these methodologies.
- Use data and heat mapping to identify areas for process review and conduct quick deep dives to determine the root cause of business issues and complaint drivers.
- Develop business cases to support the Leadership Team in decision-making and ensure that all complaints reviews are aligned to regulatory requirements.
- Support the Continuous Improvement Manager with various forums and working groups to drive business excellence and customer satisfaction.
- Proven track record of consulting, negotiating, and influencing without authority.
- Experience in balancing and managing multiple senior business stakeholders.
- Experience and qualification in Lean or Six Sigma (minimum of Green belt/1BC) preferred.
- Experience in coaching on Lean Principles and Stakeholder management/influencing preferred.
- Experience and qualification in Agile Scrum methodologies, Change Management, and Design Thinking Techniques desirable.
- Experience of Process mapping (e.g., ARIS to BPMN 2.0 standard).
- High level of motivation, flexibility, drive, and personal commitment.
- Track record of driving results and exceeding expectations and targets.
- Obsessed with the customer and continuously looking to deliver exceptional customer experience and customer value.
- Enthusiastic about the use of technology and ability to provide a communication 'bridge' between the business and technologists.
- A willingness to learn and develop new skills.
- Strong communication, interpersonal skills, and high energy.
- Ability to manage multiple priorities and deliverables at the same time.
- An understanding of the VWFS UK Ltd product portfolio and behaviors of products desirable.
