Job description
Roles and responsibilities
• Engage with key customers (e.g. HoPOs) to agree a mandate of improvement activity which is driven by customer need and which will improve 'moments that matter' across the end-to-end Employee Experience
• Prioritise improvement opportunities and convert them into delivery plans, working closely with Process Improvement Champions and the Technology & Automation Manager
• Lead the delivery of selected priority cross-functional process improvements which enhance the Employee Experience 'moments that matter'
• Deliver at least £0.5m of annualised financial savings each year (cost saving or avoidance) by improving processes which reduce time and effort
• Act as a process and employee experience SME for key transformation projects, to a) provide quality assurance & challenge and b) run process design workshops
• Bring Lean Six Sigma expertise and customer-centric process skills to ensure processes are designed and improved with the customer in mind
• Support teams in customer-centric process design. For selected processes, this may include customer journey mapping and persona development
• Manage and enhance the Process and Lean learning curriculum so that KBS colleagues continue to have access to market-leading learning opportunities
• Custodian of the KBS Process Handbook, promoting this to drive consistency in process design and improvement standards across teams
• Plan and deliver Voice of Customer surveys to gather feedback on areas to focus to improve employee experience
Essential skills required
Education / professional qualifications
Graduate / Post Graduate
Prior Experience:
The candidate must have relevant experience in a similar role, ideally in a professional services firm.
Grade: C
Base location: Watford
Technical skills:
• Advanced level of Lean / Six Sigma experience
• High proficiency in process design tools and techniques
Behavioural / team skills
• Customer service mindset
• Excellent influencing and stakeholder management skills
• Able to deliver initiatives to completion
• Strong time management skills to meet challenging timelines
• Pro-active and constructive attitude
• Able to run process workshops
• High attention to detail
• Strong written and verbal communication skills
• Ability to build and maintain relationships within team and other departments