Continuous Improvement & Lean Six Sigma Specialist
- NFU Mutual
- Full Time
- Glasgow + Work from Home
Job Description
Continuous Improvement & Lean Six Sigma Specialist
About the role
We are pleased to share an exciting opportunity to join NFU Mutual's Customer Service Operations Continuous Improvement and Change Delivery team. In this role, you will be responsible for driving improvements and enhancing performance within our General Insurance Customer Services by developing and driving a change and continuous improvement strategy across your allocated Line of Business, with a focus on improving customer experience, efficiency, and operational excellence.
You will manage a portfolio of targeted improvement projects, embedding a culture of continuous improvement within our Customer Service Operations and Regional Service Centres. Your work will directly support the development of end-to-end customer journeys for claims, underwriting, and complaints processes, ensuring NFU Mutual remains a leader in customer experience.
You will build and maintain effective relationships with internal and external stakeholders, challenging current processes and mindsets to identify improvement opportunities, and overseeing the design and delivery of change initiatives either as an individual change specialist, project manager, or workstream leader.
Additionally, you will coach and mentor the business to strengthen the organisation's continuous improvement capabilities, sharing best practices and collaborating with other change teams enhancing the overall maturity of improvement activities across NFU Mutual.
Key Responsibilities:
About you
The successful candidate will have a Lean Six Sigma certification at green belt or black belt and a proven track record of leading successful mid to large size change and fostering a culture of continuous improvement within a business environment.
You will have proven experience in identifying improvement opportunities, managing the full process improvement lifecycle, and delivering comprehensive process re-engineering. With a strong customer focus, you will be resilient and adaptable, thriving in dynamic environments and able to effectively manage conflicting demands.
As an excellent communicator, you will excel at engaging, influencing, and managing multiple stakeholders at all levels, ideally with experience in a national, multi-site setting, both virtually and on-site. Additionally, you will tailor your communication style to effectively engage with both technical and non-technical audiences at all levels.
Skills and Experience:
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
Working at NFU Mutual
We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being "a great place to work" and we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023 and 2024.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.