Continuous Improvement Specialist (ICT_TECH TD_2024_113R)

We are looking for an initiative-taking and analytical professional to join our Service Quality & Experience team to support and lead strategic programmes and continuous improvement initiatives that enhance our service delivery, operational efficiency, and customer experience. While this role centres on driving data-informed change and programme execution, it also includes supporting internal communications and learning activities that ensure alignment, engagement, and capability uplift across service and support teams.

The Role

• Training, Communication & Engagement:
  • Develop clear, audience-appropriate communications that support programme rollouts, process changes, and service updates. 
  • Facilitate training and knowledge-sharing sessions to help embed new ways of working, tools, or processes. 
  • Lead planning and coordinating team engagement activities (e.g. forums, town halls, retrospectives) where relevant to programme work.
• Data-Driven Insight & Analysis:
  • Support the analysis of operational data to uncover trends, root causes, and opportunities for optimisation. 
  • Translate insights into actionable recommendations and improvement plans. 
  • Help build and maintain dashboards or reports to support transparency, accountability, and alignment. 
• Programme & Improvement Delivery:
  • Support and lead cross-functional programmes aimed at improving service quality, customer experience, and operational performance. 
  • Design, implement, and embed continuous improvement strategies, frameworks, and tools. 
  • Collaborate with teams across Insurance, Consulting and Technology to identify pain points, define improvements, and deliver measurable outcomes.
  • Track, report, and communicate progress against programme goals, milestones, and benefits. 
  • Use data and service performance metrics (e.g. incidents, SLAs, change success, feedback) to inform decisions and prioritise improvements.  
  • Ensure improvement initiatives align with ITSM best practices and organisational objectives. 

The Requirements

Essential experience and skills:

• Proven experience in programme or project management, continuous improvement, or service transformation roles
• Excellent communication and stakeholder engagement skills. 
• Capable of balancing independent ownership with cross-team collaboration.
• Ability to work independently and take initiative.
• Proven experience in training, communications, or business management roles
• Good analytical and critical thinking skills, with the ability to interpret data and measure impact. 
• Ability to influence and drive change across diverse stakeholder groups.
• Experience using data tools (e.g. Excel, Power BI, Tableau) and/or service platforms (e.g. ServiceNow, BMC). 

Desirable but not essential:

• Working knowledge of ITSM practices (e.g. incidents, SLAs, service design, change). 
• Familiarity with digital collaboration tools (e.g. Microsoft Teams, Miro). 

WTW is an Equal Opportunity Employer

(ICT_TECH TD_2024_113R)