Continuous Improvement Analyst

Novia Financial plc; Bath; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

Novia Financial plc seeks a Continuous Improvement professional to lead improvement initiatives across customer, adviser and operational journeys, turning insight into action and realising measurable benefits. The role focuses on redesigning processes and supporting change to enhance customer outcomes and business performance.

You will map and redesign processes, challenge inefficiencies and collaborate with CX, Operations, Technology and Change teams to embed transformational activity and drive

Qualifications

• Experience in Continuous Improvement, Business Change or Operational Improvement roles.
• Proven ability to lead improvement initiatives and deliver measurable outcomes.
• Strong process mapping, service design and customer journey management skills.
• Excellent analytical thinking and Root Cause Analysis capability.
• Experience influencing stakeholders and driving change across multiple functions.
• Strong commercial awareness and ability to link improvement activity to business value.
• Ability to balance short-term tactical solutions with long-term strategic objectives.

Responsibilities

• Identify and lead improvement initiatives across customer, adviser and operational journeys.
• Own improvement opportunities from discovery to delivery and measurable outcomes.
• Deliver pragmatic tactical solutions where strategic developments are not immediately available.
• Track and evidence benefits delivered through improvement activity.
• Map, analyse and redesign customer, adviser and business processes to reduce friction and improve efficiency.
• Challenge existing ways of working and identify opportunities for simplification, automation and standardisation.
• Develop future-state processes aligned to business strategy, customer needs and growth objectives.
• Support strategic transformation initiatives by ensuring operational, customer and adviser impacts are fully understood.
• Act as a bridge between CX, Operations, Technology, Proposition and Change teams.
• Feed requirements into Transformational business readiness workstreams and support successful embedding of change.
• Analyse complaints, customer feedback, service performance insight and operational data.
• Translate insight into actionable recommendations and improvement plans.
• Challenge recurring problems and focus on sustainable solutions.
• Support the evolution of operating models, governance and service delivery structures.
• Identify opportunities to improve collaboration, accountability and efficiency across teams.
• Contribute to the optimisation of outsourced and group service arrangements where appropriate.
• You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

Skills

Continuous Improvement

Business Change

Operational Improvement

Stakeholder Management

Data Analysis

Problem Solving

Strategic Thinking

Value Realisation

Job description

The role drives continuous improvement and supports transformational activity across customer, adviser and operational journeys. This is done by identifying opportunities, challenging inefficiencies and delivering practical solutions that improve our customer outcomes, operational efficiency and overall business performance.

The role is responsible for turning insight into action, taking ownership of improvement opportunities from identification through to implementation and benefit realisation. This position focuses on redesigning processes and supporting change which will help shape Wealthtime's future operating model service using performance insight, customer feedback and operational data.

Key Responsibilities:

Continuous Improvement:

• Identify and lead improvement initiatives across customer, adviser and operational journeys.
• Own improvement opportunities from discovery to delivery and measurable outcomes.
• Deliver pragmatic tactical solutions where strategic developments are not immediately available.
• Track and evidence benefits delivered through improvement activity.

Process & Journey Design:

• Map, analyse and redesign customer, adviser and business processes to reduce friction and improve efficiency.
• Challenge existing ways of working and identify opportunities for simplification, automation and standardisation.
• Develop future-state processes aligned to business strategy, customer needs and growth objectives.

Transformation Support:

• Support strategic transformation initiatives by ensuring operational, customer and adviser impacts are fully understood.
• Act as a bridge between CX, Operations, Technology, Proposition and Change teams.
• Feed requirements into Transformational business readiness workstreams and support successful embedding of change.

Insight & Root Cause Analysis:

• Analyse complaints, customer feedback, service performance insight and operational data.
• Translate insight into actionable recommendations and improvement plans.
• Challenge recurring problems and focus on sustainable solutions

Organisational Effectiveness:

• Support the evolution of operating models, governance and service delivery structures.
• Identify opportunities to improve collaboration, accountability and efficiency across teams.
• Contribute to the optimisation of outsourced and group service arrangements where appropriate.

You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

Essential Skills & Experience:

• Experience in Continuous Improvement, Business Change or Operational Improvement roles.
• Proven ability to lead improvement initiatives and deliver measurable outcomes.
• Strong process mapping, service design and customer journey management skills.
• Excellent analytical thinking and Root Cause Analysis capability.
• Experience influencing stakeholders and driving change across multiple functions.
• Strong commercial awareness and ability to link improvement activity to business value.
• Ability to balance short-term tactical solutions with long-term strategic objectives.

Desirable Skills & Experience:

• Financial Services and/or Wealth Platform experience.
• Knowledge of Consumer Duty and customer outcome frameworks.
• Experience supporting transformation or operating model change programmes.
• Experience working with outsourced providers and third-party suppliers.
• Lean Six Sigma, Business Analysis experience.

Key Behaviours:

• Ownership takes responsibility for delivering outcomes, not simply identifying issues.
• Constructive Challenge confidently challenges ineffective processes and practices.
• Pragmatic Problem Solving focuses on practical improvements that can be delivered quickly and effectively.
• Strategic Thinking understands how improvement activity supports future growth and transformation.
• Outcome Focused measures success through customer, adviser and business outcomes rather than activity completed.