Regional Continuous Improvement Lead

Just Eat Takeaway.com; London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading global online food delivery platform seeks a Regional Continuous Improvement Lead to enhance operational efficiency. The role involves collaborating with various teams to implement improvements, manage initiatives, and foster a culture of continuous improvement. The ideal candidate will possess strong data analysis skills and a Lean Six Sigma qualification.

Qualifications

• Proven experience leading continuous improvement initiatives in a fast-paced CS environment.
• Strong data analysis skills to identify trends and bottlenecks.

Responsibilities

• Build and lead a continuous improvement framework, identifying opportunities for enhancement.
• Manage and coach a team of Continuous Improvement Specialists.

Skills

Data Analysis

Stakeholder Engagement

Communication

Collaboration

Education

Lean Six Sigma qualification

Job description

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Closing Date: 28/05/25

Location: London or Sunderland

Hybrid - 3 days a week from our London or Sunderland office & 2 days working from home

Ready for a challenge? Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience.

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About This Role

As a Regional Continuous Improvement Lead, you will scrutinize how our contact centre operates. You’ll work with the Senior Leadership team to scope out and implement incremental improvements in policies, tools, services, and processes. Collaborating with Ops Managers, TLs, and CS Advisors, you'll identify pain points and bottlenecks, focusing on enhancing operational efficiency and engagement. You will coordinate with the global CS Operational Excellence team, P&T teams, and other departments to develop and execute a continuous improvement framework, always aiming to enhance customer, partner, and advisor experiences.

Key Responsibilities

• Build and lead a best-in-class continuous improvement framework, proactively identifying opportunities for enhancement.
• Manage and coach a team of Regional Continuous Improvement Specialists to discover and deliver impactful initiatives.
• Lead and facilitate improvement workshops with leadership and SMEs to drive collaborative problem-solving and change implementation.
• Collaborate with Ops Strategy, Content & Change & Comms, and Training & Quality teams to inform policy, engage the workforce, and optimize CS Advisor journeys.
• Own the lifecycle of improvement initiatives, from identifying efficiencies and building business cases to successful project delivery through internal governance.
• Use various methods (interviews, feedback, analysis, workshops, surveys) to build compelling cases for change and proactively identify solutions with CS leadership.
• Ensure successful delivery through post-implementation reviews and foster a culture of continuous improvement by influencing positive behaviors at all levels.

Qualifications and Experience

• Proven experience leading continuous improvement initiatives with tangible business impact in a fast-paced CS environment.
• Lean Six Sigma qualification (Green or Black Belt).
• Strong data analysis skills to identify trends, bottlenecks, and improvement areas.
• Beneficial experience in Programme/Project management and business analysis.
• Ability to influence and collaborate across complex matrix organizations.
• Excellent stakeholder engagement, influencing, and communication skills, with a strategic yet pragmatic approach.

Our Culture and Values

At JET, we foster connections internally and work with renowned brands worldwide, creating an impactful, dynamic environment. Our culture emphasizes movement, growth, and celebration of our team members. We stay ahead of the competition thanks to our innovative and supportive atmosphere.

Inclusion, Diversity & Belonging

No matter who you are or where you're from, you can find your place at Just Eat Takeaway.com. We are committed to an inclusive culture that encourages diversity and ensures all employees feel they belong and can bring their authentic selves to work every day.

Additional Information

Interested in learning more about our culture, stories, blogs, podcasts, and more? Visit our career site for insights into the lives of our JETers.

Ready to take your seat? Apply now!

Note: We may close this advert earlier if we receive a high volume of applications.