AI Copilot & Process Improvement Lead

Capita; England; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Competitive salary up to £38,000

23 days holiday + extra leave

Pension & life assurance

Volunteer day

Cycle to work

Job summary

Capita, via PCSE England, seeks a Continuous Improvement Lead to design and deliver AI-enabled service improvements. You will collaborate with account teams and clients to achieve measurable outcomes, driving efficiency and quality across NHS England/NHSEI accounts.

The role focuses on building Copilot agents, coordinating with SMEs, and championing AI literacy while ensuring governance and compliance throughout the projects.

Qualifications

• Hands-on Copilot Studio or equivalent conversational agent build experience.
• Clear verbal and written communication skills.
• Customer centric mindset with a focus on outcomes.
• Strong analytical thinking with ability to adapt and move quickly.
• Experience in continuous improvement methodologies (Lean/Six Sigma or equivalent).
• Understanding of information governance and AI compliance controls (desirable).
• Continuous improvement experience (Lean/Six Sigma or equivalent) desirable.

Responsibilities

• Design and build agent workflows using Copilot Studio and approved tools.
• Lead pilots, capture outcomes, scale implementations and plan rollouts.
• Ensure security and compliance by design; document DPIAs and align with security standards.
• Maintain knowledge artefacts, instructions, and adherence to audits and re-certifications.
• Upskill managers and SMEs; drive AI literacy across teams.
• Identify opportunities to streamline processes using technology and automation.

Skills

Copilot Studio

Verbal & Written

Customer focus

Analytical thinking

Lean Six Sigma

AI governance

Continuous improvement

Job description

Capita, via PCSE England, seeks a Continuous Improvement Lead to design and deliver AI-enabled service improvements. You will collaborate with account teams and clients to achieve measurable outcomes, driving efficiency and quality across NHS England/NHSEI accounts.

The role focuses on building Copilot agents, coordinating with SMEs, and championing AI literacy while ensuring governance and compliance throughout the projects.