Diligenta Careers Internal

About This Role

Summary of the role

This role can be based in any of our Diligenta Office Locations

We’re excited to offer an opportunity for a Process Improvement Specialist to join our Bereavement Utility team and help shape a consistent, customer-focused approach across all Diligenta client accounts.
As a subject matter expert in Continuous Improvement and Lean thinking, you’ll identify opportunities to simplify the Bereavement journey, reduce friction and improve outcomes for customers and colleagues. Working across multiple accounts, you’ll help deliver a scalable, efficient and future-ready “One Diligenta” approach to life and pensions bereavements.
You’ll work closely with a wide range of stakeholders to:

Identify and deliver process improvements across the Bereavement journey.
Simplify processes and enable Bereavement demands to be completed earlier.
Leverage technology and innovative people and process solutions.
Promote consistent ways of assessing and improving customer, client and colleague experience.
Support transformation initiatives and embed continuous improvement across the Bereavement Utility.

This is a great opportunity to make a tangible difference to customer outcomes while helping shape a new, enterprise-wide Bereavement function for the future.

What you’ll be doing

Facilitate workshops (in person and remote), to work with internal staff and clients to understand current processes and then drive improvement, creating new ideas and solutions.
Map processes, identify areas for improvement and propose streamlined workflows to enhance overall effectiveness of service delivery.
Support improvement projects from initiation to completion, applying proven methodologies to drive tangible results through benefit quantification.
Leverage data analytics to gain insights, identify trends, and drive continuous improvement.
Develop, implement, and maintain company processes and procedures to ensure efficiency & consistency.
Stay current with industry trends, best practices in business process management (BPM), and evolving regulatory frameworks.
Ensure that all customer journey initiatives are seamlessly integrated across accounts, resulting in a consistent and unified experience
Establish and monitor key performance indicators (KPIs) to assess the effectiveness of journey transformations and make data-driven decisions

What we’re looking for

Good customer service focus with emphasis on support and delivery
Excellent knowledge of overall processes within at least one Diligenta Client Account
Life and/or Pensions product knowledge
Excellent process/domain knowledge
Excellent communication & interpersonal skills
Proficiency in process mapping
Strong problem-solving skills
Proficient in using data analysis
Stakeholder collaboration

Please note, the salary advertised is based on business area FTE

The hiring manager to contact is: Trish Parekh Email: Trish.Parekh@diligenta.co.uk

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Process Improvement Specialist

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