Change and PI Lead

Working at the Cumberland, you become part of something special. We’re a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.

We’re on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.

We have an exciting opportunity for a Change & PI Lead to join our Change & Process Improvement (PI) team within our Operations department.

In this role you’ll proactively lead change incentives to improve our customer journeys and to enhance our customer experience, collaborating and working with all areas of the business.

The Benefits

• Salary - up to £40,068 p.a. - depending on skills and experience.
• Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
• Learning and Development Opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
• Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
• Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme.
• Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

The role

Reporting to the Change & PI Consultant, the key responsibilities and duties in the role are:

• Lead change incentives and role-model continuous improvement, utilising a variety of research, inquiry and group facilitation techniques to establish a clear understanding of customer demand and operational performance and championing change.
• Establish the root causes of process issues and challenge existing processes and practices to identify and capture opportunities for process improvement.
• Complete comprehensive impact assessments for change across affected parts of the business, ensuring impacts on customers, compliance, commercial aspects, and colleagues are fully considered.
• Manage stakeholders effectively and present outputs clearly, developing effective working relationships and engaging with colleagues from all business areas at all levels.
• Deliver agreed business requirements and planned benefits, including the creation of capacity and efficiencies, and ensuring the successful and timely delivery and implementation of change incentives.
• Capture and act on feedback, encouraging and supporting the culture of learning and continuous improvement.
• Maintain timely and accurate record keeping, completing all project documentation to the required standard within the timescales agreed.
• Facilitate technology changes resulting from improvement incentives, monitoring progress, and resolving any issues.

About you

You’ll have a natural curiosity to problem solve, challenge existing practices and will possess a solid understanding of process improvement methodologies and benefits realisation. You’ll have the ability to use Lean tools, being accredited at Yellow Belt level, with capacity to work towards Green Belt level if not already held.

You’ll also be:

• Flexible, proactive, and self-motivated.
• Resilient with the ability to engage and influence a wide range of stakeholders and promote the benefits of process improvement.
• Positive in your approach to change with a strong aptitude for working collaboratively with others. Competent in Microsoft Office (including Excel and PowerPoint) and have capacity to learn to manipulate, interpret and present statistical data and other outputs to stakeholders.

You’ll also have:

• Good planning and organisational skills and will be able to work effectively under challenge to achieve deadlines.
• Strong training and coaching skills or the capacity to develop, with the ability and confidence to inspire, influence and engage others in process improvements and other change incentives.
• A good understanding of supporting and managing people through change with strong written and verbal communication skills.

This position is full time - family friendly hours would be considered.

Current working arrangements are flexible with a requirement to travel to Carlisle on a regular basis.