Head of Continuous Improvement

Wealthtime Limited.; Bath; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading financial technology firm in the UK is seeking a Head of Continuous Improvement to enhance customer experience through strategic leadership and service analysis. This role involves developing a CI roadmap, managing complaints insights, and fostering a culture of improvement. Ideal candidates will have proven leadership in CI within a customer-focused environment and knowledge of Lean and Six Sigma frameworks. The position offers competitive compensation and a hybrid working model.

Benefits

Competitive compensation

Hybrid working

Yearly discretionary bonus

Generous holiday package

Wellbeing day

Professional growth support

Comprehensive health coverage

Group contributory pension scheme

Interest-free season ticket loans

Opportunities for growth

Recognition scheme

Qualifications

• Proven experience in Continuous Improvement leadership within a service or customer experience environment.
• Strong knowledge of Lean, Six Sigma, and service excellence frameworks.
• Expertise in complaints analysis, QA, and escalation management.

Responsibilities

• Develop and execute a Continuous Improvement roadmap focused on customer-centric outcomes.
• Lead analysis of service performance, complaints trends, and escalation data.
• Act as a gatekeeper for all delivery activity impacting the customer.

Skills

Continuous Improvement leadership

Lean methodologies

Six Sigma

Stakeholder engagement

Analytical problem-solving

Tools

Service analytics tools

Job description

About Us

At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.' With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

About The Role

To lead the organisation’s Continuous Improvement strategy with a strong focus on customer experience. This role drives business change through service analysis, quality assurance, complaints insights, and escalation management. The Head of CI will challenge and approve any delivery activity from other areas that impacts CX, ensuring alignment with customer-centric principles and operational standards.

Key Responsibilities

Strategic Leadership

• Develop and execute a Continuous Improvement roadmap focused on customer-centric outcomes.
• Champion a culture of improvement and accountability across all service functions.
• Align CI initiatives with business objectives and customer experience goals.

Change Governance & Oversight

• Act as the gatekeeper for all delivery activity impacting the customer, challenging proposals and approving plans to ensure they meet service excellence standards.
• Provide expert advice to project teams on customer impact and risk mitigation.
• Maintain governance frameworks for cross-functional initiatives affecting customer journeys.

Service Analysis & Insights

• Lead analysis of service performance, complaints trends, and escalation data to identify improvement opportunities.
• Translate insights into actionable plans that reduce friction and improve customer satisfaction.
• Establish robust reporting frameworks for service metrics and QA outcomes.

Capability Building

• Design and deliver technical training programs to upskill teams in Continuous Improvement methodologies and service excellence.
• Act as a mentor and coach for managers and frontline teams on continuous improvement practices.

Change Management

• Lead business change initiatives that improve service processes and customer experience.
• Collaborate with cross-functional teams to embed Continuous Improvement principles into day-to-day operations.
• Ensure successful adoption of new processes through structured change management.

About You

Specialist Skills, Qualifications and Experience

Essential

• Proven experience in Continuous Improvement leadership within a service or customer experience environment.
• Strong knowledge of Lean, Six Sigma, and service excellence frameworks.
• Expertise in complaints analysis, QA, and escalation management.
• Ability to challenge and influence senior stakeholders on CX-impacting decisions.
• Excellent stakeholder engagement and influencing skills.

Desirable

• Experience in technical training design and delivery.
• Familiarity with digital tools for service analytics and automation.
• Project management or Change Management certification.

Key Attributes

• Customer-focused mindset with a passion for service excellence.
• Analytical and data-driven approach to problem-solving.
• Strong leadership and coaching capabilities.
• Resilient and adaptable in a fast-paced environment.
• Confident in challenging decisions and driving CX governance.

Performance Indicators

• Reduction in complaints and escalations.
• Improved QA scores and service metrics.
• Successful delivery of CI projects aligned to CX objectives.
• Increased team capability in CI, CSE and KAMs.
• Effective governance of CX-impacting initiatives.

Rewards & Benefits

• Competitive Compensation: We offer a competitive salary that reflects your skills and.
• Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.
• Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.
• Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.
• Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.
• Professional Growth: We're committed to your professional development and will support and encourage your career advancement.
• Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.
• Financial Security: Prepare for your future with our Group contributory pension scheme.
• Travel with Ease: We offer interest-free season ticket loans to help with travel costs.
• Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.
• Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.
• Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.

Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.