Continuous Improvement Lead

People'S Choice; Adelaide; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexibility and hybrid working

Discounts on banking, health insurance

Training and study support

Career development opportunities

Generous leave benefits

Wellbeing support

Volunteer and community initiatives

Peer recognition program

Job summary

People First Bank is seeking a Continuous Improvement Lead for a fixed-term contract to drive a portfolio of initiatives aimed at reducing customer friction and delivering measurable business outcomes. You will combine customer insights, data and people to solve complex problems and deliver tangible improvements across the organisation.

You will coordinate the Customer First Forum, manage risks and dependencies, and coach teams in CI practices while presenting progress to Leaders.

Qualifications

• Significant experience in Continuous Improvement, Operational Excellence, Business Improvement, Customer Experience or Transformation.
• Proven track record of leading end-to-end improvement initiatives that deliver measurable customer, operational and business outcomes.
• Experience facilitating cross-functional workshops and stakeholder engagement.

Responsibilities

• Measure the impact on customers, efficiency and business outcomes.
• Lead and support the delivery of continuous improvement initiatives on time and in accordance with the established risk management framework.
• Influence teams and leaders to deliver sustainable change.
• Lead a pipeline of continuous improvement initiatives, ensuring progress, risks, dependencies and outcomes are effectively managed.
• Independently lead end-to-end improvement projects that deliver better customer and business outcomes.
• Identify root causes of customer pain points and translate insights and data into practical improvement opportunities.
• Facilitate cross-functional workshops, problem-solving sessions and stakeholder discussions to drive solutions.
• Bring customer friction points to the forefront of broader business initiatives, processes, issues and remediation activities.
• Influence leaders and stakeholders to prioritise customer-focused improvements and create accountability for delivery.
• Coach and support team members in the application of Continuous Improvement and process improvement practices.
• Prepare and present recommendations, insights and progress updates to Leaders and Senior Leaders.

Skills

Lean Six Sigma

DMAIC

Process mapping

Value stream mapping

Customer journey mapping

Stakeholder management

Critical thinking

Analytical problem solving

Job description

• Measure the impact on customers, efficiency and business outcomes.
• Lead and support the delivery of continuous improvement initiatives on time and in accordance with the established risk management framework.
• Influence teams and leaders to deliver sustainable change.

About the role:

We’re looking for a Continuous Improvement Lead to join our team for a fixed term contract and lead a pipeline of initiatives designed to reduce customer friction, improve experiences and deliver measurable business outcomes.

This is a highly influential role where you’ll work across the organisation to bring together customer insights, data and people to solve complex problems and make things better

Specifically, this will include:

• Leading the coordination and delivery of initiatives prioritised through our Customer First Forum, ensuring customer friction points are visible, understood and actively addressed.
• Coordinating and actively participating in the Customer First Forum, helping prioritise initiatives that reduce customer complaints and friction.
• Leading a pipeline of continuous improvement initiatives, ensuring progress, risks, dependencies and outcomes are effectively managed.
• Independently leading end-to-end improvement projects that deliver better customer and business outcomes.
• Identifying root causes of customer pain points and translate customer insights, data and feedback into practical improvement opportunities.
• Facilitating cross-functional workshops, problem-solving sessions and stakeholder discussions to drive solutions.
• Bringing customer friction points to the forefront of broader business initiatives, processes, issues and remediation activities.
• Influencing leaders and stakeholders to prioritise customer-focused improvements and create accountability for delivery.
• Coaching and supporting team members in the application of Continuous Improvement and process improvement practices.
• Preparing and presenting recommendations, insights and progress updates to Leaders and Senior Leaders.

About you:

We’re looking for a strategic,and creative problem solver who enjoys getting to the heart of complex issues and bringing people together to make things better. You’ll bring significant experience in Continuous Improvement, Operational Excellence, Business Improvement, Customer Experience or Transformation, along with a proven track record of leading end-to-end improvement initiatives that deliver measurable customer, operational and business outcomes.

We also seek:

• Experience managing and prioritising a diverse pipeline of initiatives in a dynamic environment.
• Strong experience identifying customer pain points and translating insights and data into actionable improvements.
• Experience facilitating cross-functional workshops, problem-solving sessions and stakeholder engagement activities.
• Strong knowledge and practical application of contemporary Continuous Improvement methodologies, including Lean Six Sigma, DMAIC, process mapping, value stream mapping and customer journey mapping.
• Exceptional stakeholder management, influencing and communication skills, with the ability to work effectively at all levels.
• Advanced critical thinking, analytical and problem-solving capability.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We’re committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Extend your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.