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Process Improvement Director

2 months ago

London, Greater London, United Kingdom Investigo Full time

Job Summary

Investigo is seeking a highly skilled and experienced professional to lead our process improvement initiatives. As the Head of Process Excellence, you will be responsible for driving operational excellence, enhancing customer satisfaction, and achieving business objectives.

Key Responsibilities

  • Process Design & Improvement
    • Analyse existing processes and identify areas for improvement.
    • Develop and implement process redesign initiatives to streamline operations, reduce costs, and enhance efficiency.
    • Establish process metrics and KPIs to monitor performance using process intelligence tooling.
    • Design in digital collaboration to our core ways of working.
    • Ensure procedural level detail is delivered as standard service design.
    • Collaborate with cross-functional teams to design and enhance customer services.
    • Create and maintain a customer-centric approach to service design and delivery.
  • Strategic Planning
    • Develop a strategic vision for process and service improvements aligned with the organisation's goals and underpinning the change and release management.
    • Work with senior management to integrate process and service design into the overall business strategy.
    • Be the business interface into the IT business analysts to assure fit for purpose solutions.
  • Data Analysis & Insight
    • Working with the data and reporting team to utilise data and analytics to make informed decisions and identify opportunities for improvement.
    • Implement data-driven approaches to optimise processes and services.
  • Quality Assurance
    • Establish quality control measures to ensure that processes and services meet established standards.
    • Implement quality assurance protocols as specified.
    • Support change management with strategies to ensure successful adoption of new processes and services.
    • Engage with stakeholders and communicate changes effectively.

Requirements

  • Proficiency in data analysis and visualisation tools.
  • Familiarity with process improvement methodologies such as Six Sigma, Lean, or Agile is a plus.
  • Strong experience in leading cross-functional teams.
  • Excellent analytical and problem-solving abilities.
  • Strong communication and interpersonal skills.
  • Knowledge of relevant industry best practices.
  • Leadership and team management skills.
  • Proven experience in process improvement, service design, or related roles; preferably BPMN2.
  • Bachelor's or Master's degree in Business, Management, or a related field.