Job description

Job title : Continuous Improvement Lead (contract)
Duration : 12 months TBC

Target Start Date : ASAP

Location : Hybrid - Preferably Cardiff or any other Deloitte office (London, Leeds, Birmingham, Manchester). Travel to the office on a fortnightly basis and for workshops

Rate : Competitive, inside IR35

Deloitte

Working with the Deloitte Associate (Contractor) Programme means we can offer you the opportunity to work on a variation of industry and client related projects. Our aim is to retain the best talent and so when your project end date nears our team of Talent Community Advisors will be working with you to look at alternative projects within the firm that suit your experience should you wish to continue with Deloitte.

About the role:

We are seeking an experienced a Continuous Service Improvement Senior Manager to deliver our new approach to service improvement at Deloitte. As part of our Service Management and CSI team within Enterprise Business Solutions, you will monitor and improve the services provided to the business by our Enabling Functions. This is an exciting opportunity to shape our services ensuring they meet the business's needs and that our people enjoy a 'consumer grade' user experience. This is an Enabling Functions-wide role, working across multiple internally facing service areas so experience in shared services / GBS / BPO service improvement is essential.

Responsibilities but not limited to;

• Define and maintain end-to-end customer journeys across key EF value streams, identifying pain points, moments that matter and experience breakdowns
• Gather and synthesise customer insight (quant + qual) to inform improvement opportunities
• Develop and apply AI / automation prioritisation criteria (e.g. value, feasibility, data readiness, CX impact)
• Source and structure operational and experience data to feed prioritisation decisions
• Build and manage a pipeline of AI-enabled transformation opportunities, from idea to shortlist
• Translate journey insights into E2E transformation hypotheses, not just process improvements

Essential Skills: Experience with the following is required:

• Experience in customer journey mapping, service design or customer experience improvement - understands customer experience drivers and pain points
• Must have experience working across end-to-end processes in a shared service environment / GBS / BPO Service environment within Corporate, Professional Services or Financial Services
• Experience identifying or supporting automation and/or AI-enabled improvements - Understands where AI and automation can drive value in service environments
• Strong analytical skills - Experience using data and insight to inform prioritisation and decision-making. Able to interpret operational and experience data. Comfortable working with incomplete or imperfect data to inform decisions
• Experience delivering or contributing to continuous improvement or transformation initiatives
• Strong stakeholder management - Influence stakeholders to adopt a customer and data-led improvement mindset. Drive impactful change across the delivery and service management functions. Present back to senior stakeholders, Directors and Partners

Desirable

• Experience building or contributing to opportunity pipelines, backlogs or prioritisation frameworks
• Exposure to Lean, Six Sigma or other structured improvement methodologies (Black Belt certification beneficial)

Skills and Capabilities

• Thinks in end-to-end customer journeys, not siloed processes
• Able to assess opportunity feasibility vs impact at a practical level
• Applies structured thinking to prioritise opportunities based on value and impact
• Balances customer experience, business outcomes, and delivery feasibility
• Able to translate insight into clear, actionable opportunities
• Supports delivery teams to successfully implement cross-functional customer journey changes and realise customer experience value

Deliverables

1. Define and maintain end-to-end customer journeys across key EBS value streams, identifying pain points, moments that matter and experience breakdowns
2. Gather and synthesise customer insight (quant + qual) to inform improvement opportunities. Translate journey insights into E2E transformation hypotheses, not just process improvements
3. Develop and apply AI / automation prioritisation criteria (e.g. value, feasibility, data readiness, CX impact). Build and manage a pipeline of AI-enabled transformation opportunities, from idea to shortlist. Source and structure operational and experience data to feed prioritisation decisions

IR35

As a means of managing tax, commercial and reputational risks, Deloitte prohibits the use of Associates through Personal Service Companies ('PSCs'). All Associates must contract under PAYE arrangements through a Deloitte approved 'Employment Company' (aka 'umbrella company.')