Customer Care - Lead Continuous Improvement Analyst

Job Description Summary

Job Description

Customer Care - Lead Continuous Improvement Analyst

12 Month Fixed Term Contract

Location: Edinburgh, Peterborough & Witham (2 days in the office per week, 3 from home)

Salary: A competitive salary from £42,480 depending on the experience you can bring 

Closing date: 21st March 2025

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.  We strive to make sure everyone that works for us feel seen, heard, and valued – so we’re looking for like-minded people to join us. 

We’re looking for a Lead Continuous Improvement Analyst to join our Customer Care team. You will be responsible for the end-to-end management of continuous improvement initiative to drive exceptional customer and colleague experience.

We’ll expect you to: 

• Facilitate and support the identification of local continuous improvement ideas through different forums.
• Build business cases and secure funding/approval of successful ideas and communicate with colleagues on the progress of their ideas.
• Assume the role of initiative owner and to drive the delivery and successful realisation of benefits.
• Make prioritisation decisions based on business direction, cost and benefit.
• Manage stakeholders across all levels ensuring key business stakeholders remain engaged.

We’d love to hear from you if you have:   

• Strong understanding of the change life-cycle and Enterprise Delivery Framework.
• Experience in driving change in a customer-focused environment, including knowledge of customer, process, and system propositions.
• Excellent communication skills to deliver information to stakeholders of all levels.
• Strong financial awareness and experience with working within an agreed budget.

What’s in it for you?  

• A non-contributory pension between 8%-12%  
• A discretionary bonus, depending on personal and company performance.  
• 34 days leave per year (including bank holidays, pro-rated for part-time)  

We support your personal well-being with healthcare, dental, holiday trading, cycle to work scheme and gym memberships. We also offer life assurance, critical illness cover, enhanced parental leave to help our staff live their best lives, including retail discount vouchers, subsidised restaurant and online GP appointments. 

We serve a diverse, ever-changing world. It's tough, but we work tirelessly to leave things better than we find them. If that sounds like the sort of place you'd like to work, hit the "Apply" button.  

The legal bits  

We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.  

We’re committed to embedding Inclusion, Equity and Diversity into everything we do and therefore ask that you let us know of any reasonable adjustments required by you in order to set you up for success.