Continuous Improvement Consultant

Serco Limited; United States; Remote; USD 54,000 - 60,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Internal courses and qualifications

Employee Assistance Programme

Retail discounts

Job summary

Serco Limited is seeking a Continuous Improvement Consultant to join our Customer Experience and Engagement team within Citizen Services. This role focuses on leading data-driven improvement initiatives across customer service operations to boost performance, client outcomes and customer journeys.

You will work with operational leaders, clients and stakeholders to identify opportunities, design solutions and embed sustainable changes, contributing to bids and strategic growth while fostering a

Qualifications

• Experience in Business Change, Continuous Improvement, Digital Innovation or Customer Experience environments.
• Strong analytical skills with the ability to interpret complex information and translate insights into practical recommendations.
• Experience delivering improvement projects or workstreams with measurable outcomes.
• Excellent communication and presentation skills, with the ability to simplify complex concepts for a range of audiences.
• Strong stakeholder management skills with experience influencing operational leaders, clients and senior decision-makers.
• Experience facilitating workshops, problem-solving sessions and collaborative working groups.
• Demonstrable project management and planning capability.
• Experience managing, coaching or providing direction to small teams or colleagues.
• Strong Microsoft Office skills, including Excel and PowerPoint.
• Ability to work independently while collaborating effectively across diverse teams and functions.

Responsibilities

• Lead the identification, design and delivery of continuous improvement initiatives that enhance operational performance, customer experience and client outcomes.
• Analyse complex operational and performance data to identify trends, diagnose root causes and develop evidence-based solutions.
• Map, review and redesign business processes to improve efficiency, quality and service delivery.
• Build strong relationships with operational teams, clients and key stakeholders to secure engagement and support for change initiatives.
• Lead the implementation of improvement projects within live operational environments, ensuring changes are successfully embedded and sustainable.
• Develop business cases, cost-benefit analyses and cases for change to support improvement and transformation activity.
• Facilitate workshops, problem-solving sessions and process reviews to help teams identify opportunities and create solutions.
• Provide guidance and day-to-day support to Continuous Improvement Analysts and Business Analysts where required.
• Monitor and track benefits realisation, ensuring agreed operational, financial and customer outcomes are achieved.
• Contribute to bids, solution design activity and strategic growth initiatives by providing continuous improvement expertise and insight.
• Promote a culture of continuous improvement, innovation and data-driven decision making across operational teams.

Skills

Business Change

Continuous Improvement

Data analysis

Stakeholder management

Project management

Communication

Excel

PowerPoint

Tools

Excel

PowerPoint

Job description

Continuous Improvement Consultant

Company: Serco Limited

Location: Homebased with travel around the UK required

Salary: Circa £42,000 per annum, dependant on experience plus excellent benefits

Salary: £40000-45000 per annum

Hours: Full-time

Schedule: Full Time, 12 month FTC Subject to Contract Award

Ready to impact a better future?

We're looking for a Continuous Improvement Consultant to join our Customer Experience and Engagement team within Citizen Services. This is an exciting opportunity to lead meaningful change across customer service operations, helping to improve business performance, client outcomes and customer journeys through data-driven continuous improvement initiatives.

You’ll work with operational leaders, clients and stakeholders to identify opportunities, solve complex challenges and deliver sustainable improvements that make a real difference. Whether leading multiple improvement projects or contributing to larger transformation programmes, you’ll play a key role in driving operational excellence and innovation across our services.

What you’ll do as a Continuous Improvement Consultant

• Lead the identification, design and delivery of continuous improvement initiatives that enhance operational performance, customer experience and client outcomes.
• Analyse complex operational and performance data to identify trends, diagnose root causes and develop evidence-based solutions.
• Map, review and redesign business processes to improve efficiency, quality and service delivery.
• Build strong relationships with operational teams, clients and key stakeholders to secure engagement and support for change initiatives.
• Lead the implementation of improvement projects within live operational environments, ensuring changes are successfully embedded and sustainable.
• Develop business cases, cost-benefit analyses and cases for change to support improvement and transformation activity.
• Facilitate workshops, problem-solving sessions and process reviews to help teams identify opportunities and create solutions.
• Provide guidance and day-to-day support to Continuous Improvement Analysts and Business Analysts where required.
• Monitor and track benefits realisation, ensuring agreed operational, financial and customer outcomes are achieved.
• Contribute to bids, solution design activity and strategic growth initiatives by providing continuous improvement expertise and insight.
• Promote a culture of continuous improvement, innovation and data-driven decision making across operational teams.

What you’ll bring

• Proven experience in Business Change, Continuous Improvement, Digital Innovation or Customer Experience environments.
• Strong analytical skills with the ability to interpret complex information and translate insights into practical recommendations.
• Experience delivering improvement projects or workstreams with measurable outcomes.
• Excellent communication and presentation skills, with the ability to simplify complex concepts for a range of audiences.
• Strong stakeholder management skills with experience influencing operational leaders, clients and senior decision-makers.
• Experience facilitating workshops, problem-solving sessions and collaborative working groups.
• Demonstrable project management and planning capability.
• Experience managing, coaching or providing direction to small teams or colleagues.
• Strong Microsoft Office skills, including Excel and PowerPoint.
• Ability to work independently while collaborating effectively across diverse teams and functions.

It would be great if you also had

• Lean Six Sigma qualification or experience.
• Agile qualification or experience.
• Experience implementing digital, automation or continuous improvement solutions.
• Experience contributing to bids, proposals or growth initiatives.
• Knowledge of emerging technologies and innovation trends within customer services.
• Experience developing continuous improvement capability within teams.
• Awareness of how AI-enabled tools can support customer service operations and service improvement.

What we offer

• 25 days’ holiday plus bank holidays
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (SC) or Counter Terrorist Check (CTC) clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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