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Lean Change Agent - Design and Delivery Agent - Insurance

Manchester

£35k - £45k

My client are currently looking for a Design and Delivery Agent to join their Customer Experience team, specialising in Operational Excellence. With the company going through a period of significant change, this is a fantastic opportunity to have a genuine impact on improving customer experience by working on the successful end to end execution of transformation change projects that are about to get underway.

The Customer Experience team drives strategic improvements to customer service and operational processes to help improve the way we work. Our focus is on making the operational areas a customer driven, easy to do business with, simple, and cost effective.

Key Responsibilities:

you'll work in close collaboration with colleagues and business stakeholders by leading or contributing to the data gathering, analysis, technical design, and implementation of customer and operational oriented improvements. you'll support the presentation of any analysis work undertaken to Senior Management and key stakeholders to allow more informed decisions to be made.
you'll have the opportunity to challenge accepted working practices and support improved focus on and delivery for the customer. You'll also be responsible for working on change projects to implement agreed improvements including leading work streams and initiatives.
you'll support the design, planning and facilitation of workshops with key stakeholders across different operational areas to deliver insight, analysis and recommendations, which will include capability building Standard operating procedures, Flow charts, RCPS etc.
As a Design & Delivery Agent, you'll be able to demonstrate excellent relationship management abilities along with experience of process redesign, continuous improvement, and change projects. you'll also show the ability to understand business and customer needs, along with the personal drive to proactively gather and analyse insights.
Specialising in Operation Excellence you'll be skilled in Lean and Six Sigma diagnostics to understand the flow of customer value adding activities through businesses and processes, using tools such as VSM, OPE and FMEA. You'll be implementing Lean working methods by educating and engaging people to change the way they work and ensuring that changes are sustained.
you'll have an understanding of cultural change and the ability to coach and influence people along with the capability to solve issues and implement innovative solutions. you'll also have experience of project management and working as part of a team to deliver business change.

Experience:

Five years of progressively responsible experience in continuous improvement field. Five+ years of Operations/Supply Chain Management experience, including progressively more responsible management roles.
Takes responsibility for assigned duties detailed below, and perform other duties as assigned by Supervisor in a timely manner.
Company expects all employees to observe the organization's Safety Rules and Regulations.
Lean Principles: Apply advanced Lean principles (Value Stream Mapping, 5s, Standard Work Cellular Flow, Pull Replenishment, Demand and Production Smoothing, Mistake Proofing, and Total Productive Maintenance) to define and implement process improvement for sales and service operations.
Apply Lean CI processes to assist in development of new process and business system requirements.