Continuous Improvement Specialist

4 weeks ago

Durham, Durham, United Kingdom Northumbrian Water Full time

Role Overview

We are excited to present an opportunity for a Continuous Improvement Specialist who will collaborate closely with the Performance Optimisation Manager and various support teams to facilitate a Lean Transformation within our Customer Directorate.

As a vital member of the Performance Optimisation Team, you will concentrate on specific Continuous Improvement projects identified through LEAN methodologies. Your holistic approach will enable you to discover innovative methods for enhancing customer experiences, streamlining processes, and fostering cultural change.

The ideal candidate will assist in deploying Lean solutions, cultivating an environment that encourages ongoing improvement, elevates employee and customer satisfaction, and minimizes variability and waste. You will partner with the Performance Optimisation Manager to develop a strategic plan aimed at instilling a continuous improvement mindset and ensuring sustainable change. Your role will involve utilizing diverse techniques, including on-the-job coaching and technical capability workshops.

We expect you to establish a standardized set of management practices to drive performance and maintain change across all operational sectors, enhancing the managers' toolkit with knowledge, practical strategies, and resources. You will be responsible for quantifying and monitoring continuous improvement outcomes and comprehending the associated business benefits. Implementing and overseeing methods for recording and tracking key performance metrics will be essential for success.

Additionally, you will design and introduce sustainability assessments for new operational methodologies, identifying improvement opportunities and sharing best practices through various methods, including group coaching and process observations. Your support will be crucial in embedding processes that maximize efficiency.

Candidate Profile

For this dynamic role, we seek individuals with a proven track record in driving change initiatives or transformations, demonstrating tangible results. Experience working with multiple stakeholders across various disciplines to implement customer-centric business changes is essential.

Familiarity with Customer Service Delivery roles, along with facilitation skills and the ability to create engaging sessions, is highly desirable. You should possess a strong understanding of how individuals learn and develop, coupled with self-confidence and effective communication skills to challenge assumptions based on factual insights.

A solid ability to analyze numerical data and produce clear, concise reports that highlight improvement opportunities is crucial. You should be adept at managing multiple lean projects, prioritizing tasks, and delegating effectively to achieve results while fostering teamwork to drive improvements.

An understanding of the Nunwood Six Pillars of Customer Experience and familiarity with coaching models will be advantageous for this role.

Commitment to Diversity

At Northumbrian Water, we value Diversity, Inclusion, and Equity, encouraging you to bring your authentic self to work. We welcome all applications, striving to be an equal opportunity employer with a diverse community represented within our teams and organization.

Please note that this role may require a background check prior to employment.

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