Continuous Improvement Lead

Contract Duration: 1yr 11 months

Citizens Advice offers confidential advice online, over thephone, and in person, for free. Through our national network of charities, wegive people the knowledge and the confidence they need to find their wayforward – whoever they are, and whatever their problem.

Overview

Do you want to work for an organisation that makes adifference, every single day, to people from all walks of life? The people thatturn to Citizens Advice need help overcoming an obstacle in their lives – fromdebt to evictions to trouble at work – and you can be key to them getting thesupport they need in the quickest, easiest, and most effective way.

We particularly welcome applications from disabled andBlack, Asian and Minority Ethnic (BAME) candidates as BAME and disabled peopleare currently under-represented throughout Citizens Advice. We are a member ofthe race equality campaign at Business in the Community, the Prince’sresponsible business network and are committed to improving employmentopportunities for ethnic minorities across the UK. We also welcome applicationsfrom, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabledpeople and guarantee to interview all disabled candidates who meet the minimumessential criteria for the role as set out in role profiles.

Last year, Citizens Advice helped 2.6 million peopleface-to-face, by phone, email and webchat, and we received 25 million visits toour digital advice content. We solve 7 in 10 clients' problems, and 4 in 5 tellus that advice improved their lives.

At national Citizens Advice, we provide advice direct toclients through our digital content, and we support a network of 280 localCitizens Advice across England and Wales - each an independent charity. Ourservices are provided by 23,000 trained volunteers and 7,000 paid staff.

Our advice changes lives, and it generates significantsocial value. In 2017/18, our advice saved the public purse £435 million,generated £2.7 billion in financial outcomes for clients, and £2.6 billion inwider economic and social benefits such as wellbeing, participation andproductivity. You can read more about our impact here.

We are looking for people to help us improve and transformour organisation. We can offer you the opportunity to make a genuine impact andcreate lasting change within an organisation that makes a difference in thelives of millions of people every year.

What will you be doing?

As Continuous Improvement Lead, sitting as part of theprogramme leadership team, you’ll be responsible for supporting the FundedServices operational teams in developing and driving forward continuousimprovements to their processes.

You will ensure that insight and intelligence is gatheredand transformed into innovative, tested and deliverable service deliveryconcepts, which you will then support through implementation.

The team will work openly and in collaboration withcolleagues from other disciplines.

You’ll be an integral part of a high profile, strategicallyimportant programme of change; working in a multi-disciplinary, crossfunctional team, leading the shaping and requirement definition of strategicinitiatives.

The programme team is responsible for transforming the waywe support the local Citizens Advice network. The team requires skills instrategy development, business analysis, service design, process transformationand agile implementation.

In this role, you can expect to

Lead a function focused on bringing forward and deliveringdata and evidence driven solutions to improve service delivery in an innovativeway.

Get the chance to think innovatively, be creative andgenerate new ideas.  These ideas will come to life with a mixed-skillsteam including researchers, analysts, and designers, who all work together toresearch, produce and design service improvements. 

This is a great role if you want to have a direct impact informing the way we deliver and help those who depend on us. 

What we’ll want to see from you

• Experienced in delivering continuous improvement and innovation across either an organisation or significant service in a collaborative way
• Proven track record of developing an innovative ideas and implementing them into a organisation or service in a collaborative and thought through way
• Proven track record of working with and deploying Lean across an organisation or significant service
• Understanding of the not-for-profit sector

Our roles are open to discussion about flexible working,which may include arrangements such as part-time working, formalised flexitime,fixed (non-standard) working hours, working from home andjob-sharing.  

Flexible working - while our teams are office based, it'sfine to work from home regularly, and we welcome discussions about workingpart-time.

Ranked by Indeed as a top 10 non-profit employer in the UK(December 2018)

Please note, in the event of a high number of applications,we reserve the right to close the application early.