Customer Experience & Process Improvement Lead

Capital One; Nottingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension

25 days annual leave

Private medical insurance

Parental leave

Hybrid/Office presence

Job summary

Capital One is hiring a Continuous Improvement Lead in Nottingham to bridge high‑level operational strategy with hands‑on delivery. You will lead cross‑department projects to enhance customer experience, reduce waste, and streamline contact centre performance, acting as the operational link between senior leadership, technology partners and outsourced suppliers.

You’ll use Lean Six Sigma methodologies to drive improvements, build business cases, and ensure changes align with Bold Goals and the

Qualifications

• Strong analytical mindset with numerical ability to spot trends in raw data.
• Experience across key operational processes, systems, and technologies at pace.
• At least two years using structured methodologies such as LEAN or Six Sigma; Green/Black belt advantageous.
• Excellent written and verbal communication with the ability to influence senior stakeholders.

Responsibilities

• Translate operational strategy into meaningful improvement opportunities.
• Direct prioritised projects to improve customer outcomes and reduce waste.
• Build and refine cross‑departmental business cases to drive changes in the contact centre.
• Collaborate with technology, suppliers and teams to deliver tangible operational improvements.
• Influence senior leadership and peers to drive action and measurable results.
• Apply change leadership and communication skills to drive priorities like tech changes and CI activities.

Skills

Analytical mindset

Lean Six Sigma

Data-driven decisions

Stakeholder influence

Change leadership

Communication skills

Job description

Capital One is hiring a Continuous Improvement Lead in Nottingham to bridge high‑level operational strategy with hands‑on delivery. You will lead cross‑department projects to enhance customer experience, reduce waste, and streamline contact centre performance, acting as the operational link between senior leadership, technology partners and outsourced suppliers.

You’ll use Lean Six Sigma methodologies to drive improvements, build business cases, and ensure changes align with Bold Goals and the