Continuous Improvement Consultant @ Serco

Location: Homebased with travel around the UK required

Salary: Circa £42,000 per annum, dependant on experience plus excellent benefits

Schedule: Full Time, 12 month FTC Subject to Contract Award

Ready to impact a better future?

We're looking for a Continuous Improvement Consultant to join our Customer Experience and Engagement team within Citizen Services. This is an exciting opportunity to lead meaningful change across customer service operations, helping to improve business performance, client outcomes and customer journeys through data-driven continuous improvement initiatives.

You'll work with operational leaders, clients and stakeholders to identify opportunities, solve complex challenges and deliver sustainable improvements that make a real difference. Whether leading multiple improvement projects or contributing to larger transformation programmes, you'll play a key role in driving operational excellence and innovation across our services.

What you'll do as a Continuous Improvement Consultant

• Lead the identification, design and delivery of continuous improvement initiatives that enhance operational performance, customer experience and client outcomes.
• Analyse complex operational and performance data to identify trends, diagnose root causes and develop evidence-based solutions.
• Map, review and redesign business processes to improve efficiency, quality and service delivery.
• Build strong relationships with operational teams, clients and key stakeholders to secure engagement and support for change initiatives.
• Lead the implementation of improvement projects within live operational environments, ensuring changes are successfully embedded and sustainable.
• Develop business cases, cost-benefit analyses and cases for change to support improvement and transformation activity.
• Facilitate workshops, problem-solving sessions and process reviews to help teams identify opportunities and create solutions.
• Provide guidance and day-to-day support to Continuous Improvement Analysts and Business Analysts where required.
• Monitor and track benefits realisation, ensuring agreed operational, financial and customer outcomes are achieved.
• Contribute to bids, solution design activity and strategic growth initiatives by providing continuous improvement expertise and insight.
• Promote a culture of continuous improvement, innovation and data-driven decision making across operational teams.

What you'll bring

• Proven experience in Business Change, Continuous Improvement, Digital Innovation or Customer Experience environments.
• Strong analytical skills with the ability to interpret complex information and translate insights into practical recommendations.
• Experience delivering improvement projects or workstreams with measurable outcomes.
• Excellent communication and presentation skills, with the ability to simplify complex concepts for a range of audiences.
• Strong stakeholder management skills with experience influencing operational leaders, clients and senior decision-makers.
• Experience facilitating workshops, problem-solving sessions and collaborative working groups.
• Demonstrable project management and planning capability.
• Experience managing, coaching or providing direction to small teams or colleagues.
• Strong Microsoft Office skills, including Excel and PowerPoint.
• Ability to work independently while collaborating effectively across diverse teams and functions.

It would be great if you also had

• Lean Six Sigma qualification or experience.
• Agile qualification or experience.
• Experience implementing digital, automation or continuous improvement solutions.
• Experience contributing to bids, proposals or growth initiatives.
• Knowledge of emerging technologies and innovation trends within customer services.
• Experience developing continuous improvement capability within teams.
• Awareness of how AI-enabled tools can support customer service operations and service improvement.

What we offer

• 25 days’ holiday plus bank holidays
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Discover all you need to keep growing

We're one of the top 1% of international employers, offering the support, development and opportunities you need to build a rewarding career. From mentoring and professional qualifications to apprenticeships and internal progression, we'll help you continue learning and developing throughout your career with us.

Vetting and checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (SC) or Counter Terrorist Check (CTC) clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Let's impact a better future, together. Apply today.

A little bit about us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact [email protected].

Let’s impact a better future, together. Apply today.