Performance Advocate (Continuous Improvement)

Performance Advocate / (Continuous Improvement) 

Full Time 

Salary – Durham - £44,650 - £55,812 / Suffolk £41,859 - £52,324

Location – Durham or Suffolk  

About the role 

We’ve a great opportunity to become our Performance Advocate (CI) who will be working in collaboration with the Performance Optimisation Manager (POM) and other centralised support functions, supporting the creation and implementation of a Lean Transformation within the Customer Directorate.  

You’ll be a critical member of the Performance Optimisation Team, focussing on clear CI projects which will be identified through using LEAN/CI methodologies. You will be expected to take a holistic approach and will identify smarter ways of; improving the customer experience, delivering efficient processes, performance management; developing skills and cultural change.   

The successful candidate will support deployment of Lean solutions, helping to create an environment that promotes continuous improvement; increases employee and customer satisfaction; and reduces variability and waste. You’ll be working the POM to establish a development plan and approach to drive a continuous improvement mind-set, delivering and sustaining change. We’re looking for you to utilise a range of methods from on the job coaching and technical capability build workshops. 

We’re looking for you to design a consistent set of management standards, to drive performance and sustain change across all operational areas and building on the managers’ toolkit with knowledge, practical approach and resources. You will ensure you quantify and track continuous improvement deliverables and understand business benefits. Implement and oversee methods for recording and tracking departmental key performance metrics for success. 

We’re looking for you to design and introduce sustainability assessments for news ways of working, to identify opportunities for improvement and best practice sharing, including a range of methods, from group coaching, process confirmations or observations. Supporting the embedding of processes to maximise efficiencies. 

Travel between our sites is a requirement of this role. 

About you 

For such an exciting role we are looking for you to have proven experience of driving change projects or transformations, with evidence of results, along with proven experience of working for multiple stakeholders, across different disciplines, implementing customer focused business change and initiatives 

It would also be great if you had proven experience in either a Customer Service Delivery role, along with experience in facilitation skills and creating engaging sessions and consultancy, coaching and mentoring. 

You’ll have proven experience in understanding of how individuals learn, and how to develop them, along with being a self-confident individual with effective communication and interpersonal skills, confident to challenge based on facts and objective insights. 

We’re looking for you to have proven ability to understand and analyse numerical data, writing clear, easy-to-understand reports that clarify opportunities for improvement and how to implement them once this has been distilled.   

You’ll be comfortable at handling multiple lean projects, prioritising workloads and delegating effectively in order to deliver results, along with being able to relate to others and to work together as an effective team in order to achieve a mutually satisfying outcome and drive forward improvements. Tracking benefits from baseline measures will be essential to measuring success. 

It would be really handy if you had proven understanding and practical application of the Nunwood Six Pillars of Customer Experience and are familiar with Coaching models and comfortable with their practical application. 

Here at Northumbrian Water, Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation.  We welcome applications from all who are suitably qualified and especially encourage applications from the under-represented sections of our community.