Working at the Cumberland, you become part of something special. We're a Mutual organisation, committed to improving the lives of our colleagues, customers, and community.
Our values are incredibly important to us.We're on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.We have an exciting opportunity for a Change & PI Consultant to join our Change & Process Improvement (PI) team within our Operations department.In this role you'll proactively lead large and complex change incentives to improve our customer journeys and to enhance our customer experience, collaborating and working with all areas of the business.The BenefitsSalary - £47,050 p.a.
depending on skills and experience.Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.Learning and Development opportunities - We want you to grow in your role.
We'll work together to support your personal and professional development.Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme.Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.The roleReporting to the Change & PI Manager, the key responsibilities and duties in the role are:Lead and support large and complex change incentives, utilising a variety of research, inquiry and group facilitation techniques to establish a clear understanding of customer demand and operational performance, whilst championing change.Establish the root causes of process issues and challenge existing processes and practices to identify and capture opportunities for process improvement.Support the development and utilisation of a range of performance measures and embed the measurement and tracking of key operational performance indicators within the business, maintaining a focus on understanding customer demand, sustaining the benefits of change and informing the continuous improvement of customer service and end-to-end process performance.Complete comprehensive impact assessments for change across affected parts of the business, ensuring impacts on customers, compliance, commercial aspects and colleagues are fully considered.Manage stakeholders effectively, presenting outputs clearly, developing effective working relationships and engaging with colleagues from all business areas at all levels.Capture and act on feedback, encouraging and supporting the culture of learning whilst role-modelling and embedding continuous improvement.Deliver agreed business requirements and planned benefits, including the creation of capacity and efficiencies, ensuring the successful and timely delivery and implementation of change incentives.Maintain timely and accurate record keeping, completing all project documentation to the required standard within the timescales agreed.Facilitate technology changes resulting from improvement incentives, monitoring progress and resolving any issues.Deputise Change & PI Manager where required, conduct audits and operational checks as required and lead Change & PI team, where necessary.About youYou will have a natural curiosity to problem solve, challenge existing practices and will possess demonstrable experience and familiarity with the practical application of continuous improvement methodologies, such as Lean Six Sigma to Green Belt level or equivalent, and capacity to work towards and achieve Black Belt qualification, if not already held.You'll also be:Flexible, proactive and self-motivated;Resilient with the ability to engage a wide range of stakeholders, promoting the benefits of process improvement, resolving issues and removing barriers to change;Positive and enthusiastic in your approach to change with a strong aptitude for working collaboratively with others;Fully proficient in Microsoft Office (including Excel and PowerPoint) with the ability to interpret and present statistical analysis to stakeholders.You'll also have:Excellent training and coaching skills, with the ability and confidence to inspire, influence and engage others in process improvements and other change incentives.
You will have a solid understanding of supporting and managing people through change with excellent written and verbal communication skills;Excellent planning and organisational skills and will be able to work effectively under challenge to achieve deadlines;Experience of organising, leading and facilitating discovery activities and workshops, including problem solving, process redesign and business requirements definition, with the ability to identify risks, issues and dependencies;Clear understanding of business strategy, target business models and target operating models and how these translate into operational practice.This position is full time – family friendly hours would be considered.Current working arrangements are flexible with a requirement to travel to Carlisle on a regular basis.