Continuous Improvement Analyst- 17.5 hours per week
| Posting date: | 06 September 2024 |
|---|---|
| Salary: | £39,411 to £50,475 per year |
| Additional salary information: | FTE, company car, 27 days holiday and more |
| Hours: | Part time |
| Closing date: | 20 September 2024 |
| Location: | Milton Keynes, Buckinghamshire, MK15 8HG |
| Company: | Volkswagen Financial Services UK LTD |
| Job type: | Permanent |
| Job reference: | 5514_1725635649 |
Summary
Continuous Improvement Analyst - 17.5 hours per week.
Permanent
Milton Keynes (Hybrid)
Benefits and Salary: £39,411- £50,475 FTE company car, 27 days holiday plus bank holidays, private medical insurance, generous pension scheme and so much more
Closing date: 19th September 2024
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
What's in it for you?
A salary ranging from £39,000- £50,000 FTE subject to experience. On top of that you'll also receive an excellent benefits package including tax efficient company car from day one, 2 additional vehicles for family members after 6 months, annual discretionary bonus and salary review, 27 days holiday with the option to purchase more, access to various health & wellbeing services, private medical insurance after 6 months as well as career progression, professional development and access to LinkedIn Learning.
We also have a hybrid working model whereby colleagues can work a minimum of one day in the Milton Keynes office. Flexibility is expected as the minimum amount can fluctuate depending on role and you can work in the office more if you'd prefer.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can
About the role
Working within our Customer Operations department, the roles of Continuous Improvement Analyst will report into the Continuous Improvement Manager and work as part of a small team. This role will lead the way in putting customers at the heart of everything we do by the identification, management and implementation of all process improvement initiatives. This will enable us to optimise seamless processes and deliver tangible benefits to drive customer satisfaction.
As a Continuous Improvement Analyst, we are looking for potential new colleague that excels with their teamwork, collaboration and data analysis capabilities. This is a vital team within our organisation, and we need candidates that are ready to come in and help identify where and how we improve our Customer Outcomes, finding passion to drive that change through all departments necessary.
This is a detailed, focused role which will have a huge impact on business optimisation. The suitable candidate is ideally someone with experience of Lean, Six Sigma and Agile thinking methodologies. If you have skills previously evidenced within Business Analysis, Change Management or Project Management then read on, we want to hear from you!
This is what you will be doing:
- Facilitate the RCA working group and the Change Management Forum
- Oversee and co-ordinate the Innovation Station (an internal colleague idea scheme)
- Review end to end business processes/customer journeys and complete process modelling to identify customer friction points, process bottlenecks and wasteful actions to manage the improvement of both customer experience and operating efficiencies.
- Use standardised Lean, Six Sigma and Agile methodologies, including tools, templates, external benchmarking. Become a champion and coach others in adopting Lean and Agile thinking.
- Use data and heat mapping to identify suitable areas for process/customer experience review.
- Conduct quick deep dives to determine the root cause of business issues and complaint drivers based on trend analysis, leading to ideation and tangible prioritised business cases to support the Leadership Team in decision making. Where applicable ensure that all complaints reviews are aligned to FCA Rules.
- When considering changes a wider look must be taken to ensure that there are no duplicated or conflicting changes, this will involve understanding the change landscape across other change teams such as Tech, Finance, Fleet, and more.
- Make use of many sources of information to complete voice of the customer activity, this is to includes but not limited to complaints, phone calls, Net Promoter verbatim and social media. Information to be compiled into Critical Business Requirements which serve as the direction in which the process/journey must be designed to meet.
- Support the Continuous Improvement Manager with various forums/ such as Monthly Business Reviews, Root Cause Analysis Working Group and other such forums and working groups as business need dictates.
These are the skills and experience you can bring to the role:
- Proven track record of consulting, negotiating and influencing without authority
- Experience in balancing and managing multiple senior business stakeholders
- Experience and qualification in the use of Lean or Six Sigma (minimum of Green belt/1BC) preferred
- Experience in coaching on Lean Principles and Stakeholder management / influencing. preferred
- Experience and qualification in Agile Scrum methodologies, Change Management and Design Thinking Techniques desirable
- Experience of Process mapping e.g. ARIS to BPMN 2.0 standard
- High level of motivation, flexibility, drive and personal commitment
- Track record of driving results and exceeding expectations and targets
- Obsessed with the customer and continuously looking to deliver exceptional customer experience and customer value
- Enthusiastic about the use of technology and an ability to provide a communication 'bridge' between the business and technologists
- A willingness to learn and develop new skills.
- Strong communication, interpersonal skills and high energy
- Ability to manage multiple priorities and deliverables at the same time.
- An understanding of the VWFS UK Ltd product portfolio and the behaviours of products desirable.