Business Improvement Specialist
Biffa Waste Services, United Kingdom
Job Description
A quick look at the role
The Business Improvement Specialist is responsible for leading the successful delivery and implementation of change and business improvement initiatives in the Customer Service Division and provide CX expertise to company-wide initiatives. You will lead and drive tangible continuous improvement through robust project management, using methods such as, but not limited to, Lean, Six Sigma and Agile, in order to understand the customer experience and seek opportunities to improve it through improved quality, efficiency and process improvement.
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Your core responsibilities
- Identification, engagement and management of relevant stakeholders at all levels across the organisation to ensure ownership of the future state design is established.
- Utilise a range of diagnostic methods (including MI and CX insight) to lead change initiatives by identifying opportunities to improve process efficiency, completing root cause analysis, remove failure demand and improve customer satisfaction
- Utilise customer and business insight to make recommendations for improvements to policies and processes, gathering the key inputs for business cases and lead the initiative to implement changes, ensuring appropriate documentation is completed and benefits are measured.
- Manage, mentor and develop a small team of 3 business improvement support staff
- Work closely with key stakeholders within Customer Service and across the wider business to ensure that new policies and processes are documented, trained and embedded
- Represent CX on wider business projects, ensuring that ownership is taken of relevant workstreams and subject matter experts are engaged and supported throughout
- Support the creation and delivery of major change management activities such as change impact assessments; change action plans; training needs analysis and change readiness assessments.
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Our essential requirements
- Prince 2 / Agile Practitioner / Lean Six Sigma (Green Belt minimum) or similar
- Demonstrable cross-division project and change management experience
- Track record of success in influencing decision makers and key stakeholders
- Experience in customer journey mapping, detailed process mapping and data analysis
- Proven experience in customer insight analysis to drive strategic change within a business
- Knowledge of process mapping tools (e.g. MS Visio / ARIS) and project management tools
- Experience leading, mentoring and developing business improvement employees
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Biffa we’re changing the way people think about waste
At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 10,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.
We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.