Hybrid Continuous Improvement Lead: Drive Customer Focus

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

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.