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Continuous Improvement Specialist
3 months ago
Position Overview
We are excited to present an opportunity for a Continuous Improvement Specialist who will collaborate closely with the Performance Optimisation Manager and various centralized support teams. This role is pivotal in fostering a Lean Transformation within the Customer Directorate.
As a vital member of the Performance Optimisation Team, you will concentrate on distinct Continuous Improvement projects identified through LEAN methodologies. Your holistic approach will be essential in discovering innovative strategies to enhance customer satisfaction, streamline processes, manage performance, and cultivate skills and cultural shifts.
The ideal candidate will facilitate the deployment of Lean solutions, contributing to an environment that encourages ongoing improvement, boosts 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. We expect you to employ various methods, including on-the-job coaching and technical capability-building workshops.
Your responsibilities will include designing a uniform set of management standards to enhance performance and maintain change across all operational sectors, while enriching the managers' toolkit with knowledge, practical strategies, and resources. You will also be tasked with quantifying and monitoring continuous improvement outcomes and comprehending the associated business benefits. Additionally, you will implement and oversee methods for documenting and tracking departmental key performance indicators.
Furthermore, you will create and introduce sustainability assessments for new operational methodologies, identifying areas for enhancement and best practice sharing through diverse methods such as group coaching and process observations. Your support will be crucial in embedding processes that maximize efficiency.
Candidate Profile
We seek a candidate with a proven track record in driving change initiatives or transformations, demonstrating tangible results. Experience in engaging with multiple stakeholders across various disciplines to implement customer-centric business changes is essential.
Experience in a Customer Service Delivery role, along with facilitation skills and the ability to create engaging sessions, is highly desirable. You should possess a strong understanding of individual learning processes and how to foster development, alongside being a self-assured individual with effective communication and interpersonal skills, capable of providing constructive challenges based on factual insights.
A solid ability to analyze numerical data and produce clear, comprehensible reports that outline improvement opportunities and implementation strategies is crucial. You should be adept at managing multiple lean projects, prioritizing tasks, and delegating effectively to achieve results, while fostering collaboration within teams to reach mutually beneficial outcomes and drive improvements. Tracking benefits from baseline measures will be vital for assessing success.
Familiarity with the Nunwood Six Pillars of Customer Experience and practical application of coaching models will be advantageous.
Diversity and Inclusion Commitment
At Northumbrian Water, we value and embrace Diversity, Inclusion, and Equity, encouraging you to bring your authentic self to work. We welcome all applications, as we are committed to being an equal opportunity employer with a diverse community represented across all teams and structures.
Please note that this role may require a background check prior to employment.
