Business Improvement Specialist

Changing the way the world thinks about wasteAt Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve thelives of millions. It's a view that's shared by our 10,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. And it's why we're the UK's No. 1 choice for business waste management.A quick look at the role Reporting to the Head of Customer Experience, the Business Improvement Specialist leads the successful delivery and implementation of change and business improvement initiatives in the Biffa Customer Service division and provide CXexpertise to Group-wide projects You will analyse, measure and report on new and on-going initiatives, mapping all processes to an agreed standard and supporting communications and rollout via robust routines, ensuring the smooth implementation and adoptionof new initiatives. Working closely with stakeholders across the business with change initiatives they need support to manage and implement. You will lead and drive tangible continuous improvement through robust project management, using methods such as, butnot limited to, Lean, Six Sigma and Agile, in order to understand the customer experience and seek opportunities to improve it through enhanced quality, efficiency and process improvement. ** This role is remote with travel to offices in High Wycombe, Aylesburyand Barlborough ** Why it's an opportunity not to be wasted. Responsible for the successful identification, engagement and management of relevant stakeholders at all levels across the organisation to ensure ownership of the future state design is establishedIdentify process improvement opportunities, and look to prioritise accordingly using an agreed change management governance framework. Responsible for the line management of the business improvement support staff within the team (currently 3FTE), coachingand supporting them to improve their knowledge and skills across the tools and techniques used within the CX business improvement function Within a project management framework and using a range of diagnostic methods (including MI and CX insight), lead changeinitiatives by identifying opportunities to improve process efficiency, completing root cause analysis, remove failure demand and improve customer satisfaction whilst maintaining high levels of quality. Utilise customer and business insight, make recommendationsfor improvements to policies and processes, gathering the key inputs for business cases (comprehensive business requirements) and lead the initiative to implement changes, ensuring appropriate documentation is completed and benefits are measured. Ensure thatnew policies and processes are embedded and being delivered to the expected consistency and standards. Function as a customer experience representative on wider business projects, ensuring that ownership is taken of relevant workstreams and subject matterexperts are engaged and supported throughout. Support the creation and delivery of major change management activities such as change impact assessments, change action plans, training needs analysis and change readiness assessments Requirements Project/changemanagement qualifications (eg Prince2, Agile, Lean, Six Sigma) and the relevant experience in demonstrating the methodologies within a customer facing environment is essential. Proven experience in CX, customer service or business process improvement is fundamentalfor this role. Process improvement experience within a large contact centre is desirable. People management experience is a must, preferably within a business improvement function, with a strong desire to coach and develop staff in the relevant tools and techniquesrequired within the team. Demonstrable cross-team project management experience is essential (planning, organising, and managing resources to bring about the successful completion of specific project goals and objectives), with a track record of more strategiccross-divisional project management desired. Knowledge and experience in implementing and managing customer insight tools and techniques, eg NPS, CSAT, CES, is advantageous Experience in customer journey mapping and process mapping tools, eg MS Visio / ARISConfident with project management tools eg Microsoft Project Ability to prioritise, plan and organise, working to robust project plan milestones and deadlines Resilient with the ability to work effectively under pressure in a fast paced environment Passionateabout the customer and the quality of the service provided, and driven to improve the customer's experience Ability to use own initiative to present solutions and make decisions Ability to negotiate and influence at all levels, and confident handling conflictwhere required Proactive team player with strong desire to make things happen and a positive attitude Strong facilitation and presentation skills and ability to engage at all levels of management Ability to demonstrate effective stakeholder management andimprove collaboration across the business Ability to interpret data and use it to drive investigative and improvement activity BenefitsAnd here's why you'll love it at Biffa. Competitive salary Ongoing career development and coaching - because if you don'tgrow, we don't grow Generous pension scheme Retail and leisure discounts Holiday and travel discounts Bike to work scheme.Dedicated to diversity.At Biffa we believe different ideas, perspective and backgrounds are key to developing a creative working environmentthat delivers real results. It's why you'll find us championing diversity and equality at every turn.