Head of Process Improvement in Darlington

Job description

We’re seeking a dynamic and strategic Head of Process Engineering – Member Services to lead the design, assurance, and continuous improvement of established member services processes. This is a pivotal role, driving operational excellence and innovation while ensuring right-first-time delivery across the organisation.

You’ll foster a culture of collaboration and continuous improvement, ensuring processes are efficient, compliant, and designed around the needs of the members.

Key Responsibilities

Leadership & Team Management

• Lead and develop two specialist teams:
• Process Improvement Analysts: Design, implement, and document all member service processes while delivering a programme of continuous improvement to optimise return on investment.
• Process Assurance Team: Design and execute end-to-end assurance testing and provide hypercare support post-implementation to ensure sustainable benefits.

Process Design and Improvement

• Drive process optimisation and member journey design.
• Collaborate with operational teams to deliver system and non-system improvements.
• Ensure all solutions meet regulatory, operational, and member-first standards.

Assurance and Implementation Readiness

• Develop and execute assurance testing frameworks to validate change.
• Ensure operational readiness and stakeholder engagement for right-first-time delivery.
• Oversee hypercare support to ensure full benefits realisation.

Innovation and Marginal Gains

• Champion a culture of marginal gains by identifying small, high-impact improvements.
• Introduce innovative tools, techniques, and frameworks to deliver measurable value.

Collaboration and Stakeholder Engagement

• Serve as a key interface across business units, translating operational feedback into actionable improvement and assurance plans.
• Communicate progress, risks, and outcomes clearly to stakeholders.

Performance Monitoring and Benefit Realisation

• Define and monitor KPIs to track impact and performance.
• Ensure all initiatives are supported by benefit realisation plans.
• Report outcomes to drive transparency and continuous improvement.

Essential Skills and Experience:

• Expertise in process design, assurance, and improvement methodologies (e.g., Lean, Six Sigma).
• Strong leadership and people development experience.
• Proven ability to deliver measurable improvements in operational performance.
• Excellent stakeholder engagement and communication skills.
• Experience in managing complex change and assurance programmes.

Extra information

Status

Open

Education Level

Secondary School

Location

Darlington

Type of Contract

Part-time jobs

Published at

16-10-2025

Profession type

Accountancy

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English