Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

Expert in vulnerability, accessibility, inclusion and bereavements (VAIB) with proven experience identifying opportunities for impactful Continuous Improvement for vulnerable customers. Strong understanding of continuous improvement methodologies in a financial services or regulated industry. A systems thinker with a data informed mindset. Strong communicator, facilitator and influencer. Ability to provide specific actionable feedback to a wide range of audiences and levels. Ability to build and maintain strong relationships with key stakeholders. Proactive problem solver with a bias for action. Ability to work to deadlines and prioritize time sensitive workloads both independently & collaboratively. Advanced skills in planning and organisation with the ability to re-prioritise workload and deal with change at short notice.

Drive awareness and understanding of vulnerability, accessibility, inclusion & bereavements (VAIB). Help business areas embed VAIB considerations. Assess change requests and guide teams through the change management process. Foster continuous improvement. Analyze performance data and metrics to determine root causes of operational pain points. Maintain, adapt, and continuously review domain processes, workflows, and documentation. Create and maintain operational guidance and processes. Communicate recommendations for change and improvement to stakeholders. Track the impact of change and improvements. Identify and share best practices. Support the operation with low/medium operational incidents. Support in developing and delivering readiness plans for embedding change. Partner with Product, Ops and Customer Ops teams to ensure change adoption.