Operational Excellence Principal

**Operational Excellence Principal**:
**Location**: Hybrid - occasional travel to our Nottingham office

**Job Type**: Full-time, Permanent

At Domestic & General, we’re always looking for smarter ways to work. As our new **Operational Excellence Principal**, you’ll play a key role in driving process improvement and embedding a culture of continuous improvement across the business.

You’ll lead Lean Six Sigma reviews, manage improvement projects, and help build a consistent and effective approach to process documentation. This is a hands-on role with real impact—supporting our strategic goals to reduce inbound calls, minimise complaints, and increasing first-time fix rates.

**Key Responsibilities**:

- Map D&G’s operational processes to Level 3 and Level 4, including the development and maintenance of standard work instructions
- Maintain D&G’s process library by ensuring all updates to processes and standard work instructions are accurately captured, with relevant owners informed—preserving a single, reliable source of truth.
- Lead and deliver complex, end-to-end continuous improvement reviews using Lean Six Sigma methodologies to enhance processes, performance, and cost efficiency.
- Collaborate with cross-functional teams to analyse operational performance, identify improvement opportunities, and develop tailored solutions with measurable outcomes.
- Manage improvement projects from initial scoping and stakeholder alignment through to implementation and hypercare, ensuring sustainable change and demonstrable impact.
- Monitor initiative progress, track key performance indicators (KPIs), and ensure alignment with strategic objectives and regulatory requirements.
- Maintain the process hierarchy and ensure associated policies, standard operating procedures, process maps, and documentation are kept up to date.
- Identify and promote best-in-class practices across the organisation.
- Work closely with the IK Lead and the Change & Adoption Practice to support successful implementation and adoption of improvements.
- Build and maintain strong relationships across Operational (Sales and Service) teams and the wider business.
- Demonstrate strong project management capabilities to deliver initiatives effectively.
- Utilise advanced data analysis and interpretation skills to inform decision-making and improvement strategies.
- Communicate effectively at all levels of the organisation, with the ability to influence and engage stakeholders.
- Act as deputy for the Operational Excellence Manager when required.

**What we’re looking for**:

- Extensive experience in process mapping (ideally BPMN 2.0)

- 3-5 years in a process improvement role, leading cross-functional teams

- Certified Lean Six Sigma Green Belt

- Strong communication skills—able to simplify complex information

- Customer-centric mindset with a passion for continuous improvement

- Solid project management experience, with a track record of delivering initiatives on time and within scope.

- Skilled in stakeholder management and influencing at all levels

- Deep understanding of operational environments, including contact centres and regulated industries

**We offer lots of great benefits Some of which include**:

- Competitive salary and annual discretionary bonus

- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

- Training opportunities as well as clearly defined career progression

- Health cash plan - employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service

- Attractive company pension scheme

- Life assurance - employer funded cover of 4x basic salary

- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

- Salary Finance - access to savings and borrowing through payroll

- Car Leasing - access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles

- Travel Loans - interest free loans to help spread the cost of annual travel tickets

- Cycle to Work - tax efficient bike and cycling equipment worth up to £1,000

- Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes

- OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

- Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues

- Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and