Continuous Improvement Lead – AI
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Job Description
Continuous Improvement Lead building Copilot agents and automation for Capita’s NHS primary-care support services. Improving workflows, governance, training, and customer experience across client accounts.
Responsibilities:
- Design and deliver projects and initiatives enabling service improvement
- Analyse, identify, design solutions for and deliver projects and initiatives
- Review results to continually drive Service Improvement and Customer Experience across several client accounts
- Work closely with account teams and clients to ensure initiatives deliver appropriate results
- Participate in collaborative forums to share and extract knowledge with colleagues
- Build and implement Copilot agents to streamline processes and improve efficiency
- Work with SMEs and expert roles to optimise workflows using AI and automation
- Contribute to planned automation projects
- Champion the development of Copilot skills across the service
- Use Copilot Studio and approved tools to design intents, actions and data connections
- Configure roles and permissions and test agents systematically
- Lead pilots, capture outcomes, remediate issues and plan staged rollouts
- Plan training and hyper care, and hand over to service owners with support models
- Run pre-deployment security and compliance checks, including data access, retention and content filters
- Document DPIA and controls and align with Microsoft 365 Copilot security and compliance preparation
- Maintain knowledge artefacts and work instructions and adhere to audit requirements and re-certification schedules
- Upskill managers and SMEs and embed AI literacy across teams
- Support service lines in identifying and exploring technology opportunities to streamline and improve processes
Requirements:
- Hands-on Copilot Studio or equivalent conversational agent build experience
- Clear verbal and written communication skills
- Customer-centric mindset
- Analytical thinking with the ability to adapt and work at pace
- Continuous improvement experience (Lean/Six Sigma or equivalent)
- Understanding of information governance and compliance controls for AI – desirable
- Continuous improvement experience (Lean/Six Sigma or equivalent) – desirable
Benefits:
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Paid day out of the office for volunteering
- Auto-enrolment to company pension
- Life assurance
- Cycle2work scheme
- 15 weeks’ fully paid maternity, adoption and shared parental leave
- Two weeks’ paternity pay
- Voluntary benefits including discounts on retail and socialising, health & wellbeing, travel and technology
- Employee Network Groups
- Career development and opportunities to expand skills and advance your career
- Home-based work arrangement
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