Process Improvement Lead

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**Process Improvement Lead**

Are you passionate about transforming the way things work? If you thrive on process improvement and have a flair for process modelling and redesign, we'd love to hear from you

**Contract**: Permanent

**Working hours**: 35 hours per week

**Salary**: London - From £59,540-£65,000 (DOE) Coventry - From £57,500-£63,000 (DOE)

**Reporting to**: Transformation Project Enablement Manager

**Location**: London, docklands or Coventry. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office

**The purpose of your role**

At the Financial Ombudsman Service, we're working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.

Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience, and we're determined to move at pace.

This is a great opportunity for a passionate Process Improvement specialist with excellent process modelling & redesign skills. You will help improve the experiences of our customers by identifying process and continuous improvement opportunities and working closely with stakeholders at varying levels to shape and drive improvement projects.

You will be pragmatic in your approach, utilising your suite of process improvement tools (Lean Six Sigma, process modelling & redesign) to create and embed a culture of continuous improvement across the Service.

**Key responsibilities**
- Creating, delivering and leading a service for the wider organisation to ensure process improvement techniques, tools and ways of working become an established capability at the Financial Ombudsman Service.
- Leading on the identification of opportunities for process standardisation, simplification, and automation to reduce waste and risk, enabling a more efficient and effective ways of working, resulting in a direct improvement for our colleagues and customers.
- Undertaking cost mapping analysis of proposed changes and advise and gain authorisation to implement the improvements into operational services.
- Playing a key role in the implementation of the proposed improvements, either by leading on delivery of the changes, or by successfully partnering with senior stakeholders across the organisation to ensure the desired outcomes are achieved.
- Engaging and collaborating with all levels of senior stakeholders throughout the process improvement process, including through owning the design and approach of updates to the Executive, and leading the facilitation of customer-centred process improvement workshops.
- Using visual tools and techniques to communicate improvement opportunities in an easy-to-understand format for varying audiences.
- Working effectively with other change and continuous improvement capabilities (including service design and business change and adoption) to ensure optimum impact for the organisation and delivery of meaningful improvements.
- To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria: _

**Minimum Criteria**
- A proven track record of using best practice process improvement methodologies to achieve meaningful improvements in a customer-focused service organisation.
- Embedding a new process improvement capability within an organisation.
- Using data, insights, and agile ways of working to design, develop, test and iterate process improvements.
- Understanding how process improvement capabilities sit alongside other change and continuous improvement capabilities to provide optimum support for the organisation.
- Proficient in producing process improvement artefacts, including current and future-state user journeys, business process models, and related documentation **.**
- Facilitating workshops, design sprints, ideation sessions or similar.
- Critically breaking down complex problems in a fast-paced environment, with a knack for storytelling.
- Strong stakeholder management skills, with the ability to balance competing views as part of the design process.
- Working across different levels multiple areas of the operational and support business services demonstrating the ability to translate complex data into to tangible, deliverable solutions.

**Desirable**
- A recognised certification and / or qualification in process improvement.

**_Why Financial Ombudsman Service? _**

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:

- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Various Family