Continuous Improvement Lead (AI)

Capita; United Kingdom; Remote; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Salary up to £38,000

25 days holiday

Pension scheme

Cycle to work

Volunteer day

Employee networks

Job summary

Capita is seeking a Continuous Improvement Lead to drive AI-enabled service improvements across client accounts. You will design and deliver Copilot-driven solutions, collaborating with SMEs to streamline workflows and boost efficiency.

In this role you will pilot initiatives, scale successful pilots, and embed governance, security, and compliance. You will also champion AI literacy and change management across teams working with Capita and NHS England projects.

Qualifications

• Hands-on Copilot Studio or equivalent build experience.
• Clear verbal and written communication skills.
• Lean/Six Sigma or equivalent continuous improvement background.

Responsibilities

• Design intents, actions, and data connections with Copilot Studio.
• Lead pilots, capture outcomes, and plan rollouts.
• Ensure security and compliance checks and DPIA alignment.
• Maintain governance materials and work instructions.

Skills

Copilot Studio

Lean Six Sigma

Continuous improvement

Analytical thinking

Stakeholder comms

Tools

Microsoft 365 Copilot

Job description

Job title: Continuous Improvement Lead (AI)

Responsible for design and delivery of projects and initiatives that will enable service improvement. The role includes the analysis, identification, solution design and delivery of projects and initiatives. The ongoing review of results to continually drive forward Service Improvement and Customer Experience on several client accounts. To work closely with the account teams and the client to ensure that the initiatives drive the appropriate results. Participate in collaborative forums sharing and extracting knowledge with colleagues

Job Description: We are looking for a Continuous Improvement Lead to support on implementing and ensuring delivery of high-quality provision. At a strategic level the role will build and implement Copilot agents to streamline processes and improve efficiency. They will work with SMEs and the new expert roles to optimise workflows using AI and automation and input to the planned Automation projects. They will also champion the development of Copilot skills across the service.

Responsibilities

Agent design & build: Use Copilot Studio (and approved tools) to design intents, actions, data connections; configure roles/permissions and test systematically Pilot, iterate, scale: Lead pilots, capture outcomes, remediate issues; plan staged rollouts, training, and hyper care; hand over to service owners with support models Security & compliance by design: Run pre deployment checks (data access, retention, content filters); document DPIA/controls; align with Microsoft 365 Copilot security & compliance preparation Governance: Maintain knowledge artefacts and work instructions; adhere to audit requirements and re certification schedules Change & training: Upskill managers/SMEs and embed AI literacy across teams (including Pathfinders participation where applicable). Opportunity identification: Support service lines to identify and explore opportunities to utilise technology for the streamlining and/or improve processes

About You

Hands on Copilot Studio or equivalent conversational agent build experience Clear verbal and written communication skills Customer centric mindset Analytical thinking with the ability to adapt and work at pace Continuous improvement experience (Lean/Six Sigma or equivalent) Understanding of information governance and compliance controls for AI – desirable Continuous improvement experience (Lean/Six Sigma or equivalent) – desirable

About PCSE

Primary Care Support England (PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI), to deliver digital, logistical and support services to every GP, Dentist, Optician and Pharmacist providing NHS services in England. Our focus is on improving these services by standardising all processes nationally, to make each service more efficient. To date we have already transformed a number of services for Primary Care Support, including ordering medical supplies, tracking medical records, maintaining the Performers Lists for England and processing Ophthalmic GOS payments. These services are now all hosted on PCSE’s online platform, PCSE Online.

What’s in it for you?

A competitive basic salary (Up to £38,000 depending on experience) 23 days’ holiday (rising to 27) with the opportunity to buy extra leave The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career. Join us and discover a career with purpose.

#CareersWithPurpose Customer first, always Fearless innovation Achieve together Everyone is valued

Equal Opportunities At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we’ll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [e-mail]

AI & Fair Recruitment at Capita

At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.

Location: Home-Based - GBR, United Kingdom Time Type: Full time Contract Type: Permanent Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.