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Continuous Improvement Project Lead

2 months ago

Edinburgh, Edinburgh, United Kingdom Diligenta Full time

About Diligenta

Diligenta is a leading provider of platform-based life and pensions administration services. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. We foster a positive and supportive work environment that encourages growth and development.

About the Role

We are seeking a highly motivated Continuous Improvement Project Lead to join our Customer Experience team. You will play a key role in identifying and delivering measurable improvements across our accounts through end-to-end project management.

You will work closely with senior stakeholders, including process owners and customer office representatives, to review journey performance and identify opportunities for enhancing both customer and business outcomes. Your responsibilities will encompass:

  • Developing and implementing effective project plans, reporting structures, and oversight mechanisms.
  • Conducting in-depth analysis of process efficiency, business costs, and regulatory risks associated with proposed changes.
  • Overseeing the development of comprehensive business cases to support rightsizing and deployment opportunities.
  • Collaborating with operations and support functions across various accounts to ensure sustainable change implementation.
  • Providing expert guidance and support to subject matter experts (SMEs) to maintain consistency in approach and safeguard customer experience.

What We're Looking For

  • Proven experience in managing change cycles and methodologies.
  • A pragmatic and action-oriented approach to problem-solving.
  • Strong coaching skills to effectively lead and develop your team.
  • Excellent interpersonal skills and the ability to influence and negotiate with stakeholders at all levels.
  • Exceptional attention to detail, strong analytical abilities, and the capacity to make sound judgments based on both quantitative and qualitative data.