Continuous Improvement and Change Lead

  • Job Reference: 00021685-1
  • Date Posted: 7 May 2022
  • Location: Hatfield
  • Remote Working: Some remote working possible
  • Salary: On Application

Job Description

It's an exciting time to join Affinity Water. To be part of the Business Excellence and Change Team,  embedding lean training within our teams and reviewing our core activities.

We want our Continuous Improvement team to build on those foundations and take our teams and processes to new levels of excellence. Our team is working on large-scale transformative projects, specific problem solving and offering coaching across the business. 

We are looking to recruit a talented Continuous Improvement and Change Lead to ensure that we can continually make things better for our customers, simpler for our colleagues and cheaper for the business by automating, deflecting, or eliminating inappropriate contacts/ service interactions, whilst demonstrating the customer experience principles.

The role

  • Delivering the Experience Improvement Strategy for Customer Operations Impact Plan.
  • Creation and delivery of the Continuous Improvement & Change plans across Customer Operations
  • Identifying continuous improvement projects to reduce customer effort by automating, deflecting, or eliminating inappropriate contacts across all Customer Operation functions, partners and suppliers to deliver the best experience for our customers and colleagues whilst reducing cost or the business
  • Ensuring the customer and colleague experience is at the forefront of any Continuous Improvement projects, and balance this with the needs of the business
  • Working with our Business Finance Team's in the creation of Business Cases, to support the Experience Improvement Strategy
  • Creation of knowledge management practises to ensure change is delivered and communicated in a efficient and effective manner. Working with our CX Comms Teams
  • Management and monitoring of processes contained within our Operational areas to ensuring they are fit for purpose and reviewed regularly to meet customer and business needs


  • Hybrid working environment / friendly supportive culture
  • Salary £35-40k
  • Holiday entitlement : 26-27 days
  • Double matching SMART pension scheme
  • Company annual bonus
  • Many other perks and discounts