Continuous Improvement Lead Analyst
SALARY: Starting from £48,109, depending on experience LOCATION: Milton Keynes HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office; however, flexibility is expected to meet the business and role needs.
HOURS / CONTRACT TYPE: Full Time Permanent (35 hours per week) CLOSING DATE: 1st May 2026
We're looking for a Continuous Improvement Lead Analyst to lead a small, dedicated team focused on driving consistent delivery of good outcomes for our customers. This will be achieved through the identification, management, implementation, and tracking of initiatives to optimize and improve processes, systems, and workflows.
The Lead Analyst will utilize Change Management, Lean Six Sigma, and Project Management methodologies, sharing joint accountability with other Lead Analysts to successfully deliver positive identification and implementation of changes to systems and procedures/processes across all customer-facing departments. This role involves responsibility for delivering good customer outcomes against FCA requirements through Root Cause Analysis based on complaints and feedback from retail customers. The analysis will be used to remove friction points and improve customer outcomes, supporting the implementation of new and upgraded systems.
What You'll Be Doing
- Lead a dedicated team aligned to one of the three operational areas of Customer Operations.
- Deliver continuous improvement projects end-to-end, successfully implementing solutions to maximize the delivery of consistently good Customer Outcomes.
- Ensure resources are optimized to their full benefit within their designated area.
- Become fully immersed in all stages of the customer journey, utilizing data analysis and problem-solving techniques to identify areas for process improvement initiatives.
- Be accountable for ensuring Root Cause Analysis is completed in line with FCA requirements and delivering positive improvements as a direct result of the analysis.
- Mentor and coach on Continuous Improvement and Change Management methodology and tools to support business areas in identifying their own optimization opportunities.
- Produce clear presentations for senior management that effectively communicate project status, strategies, and measurable outcomes.
- Stakeholder engagement: Develop and proactively manage close relationships with Change Management functions and Product Teams across the business.
- Secure buy-in for Customer Operations improvement initiatives and identify and manage overlapping initiatives and dependencies.
- Risk management: Actively identify and manage project risks and issues, ensuring timely resolution and escalating major concerns when necessary.
Essential Experience & Skills
- High level of motivation, flexibility, drive, and personal commitment.
- Customer-focused and committed to delivering exceptional customer experience and value.
- Enthusiastic about the use of technology and able to bridge communication between the business and technologists.
- Willingness to learn and develop new skills.
- Excellent team player, able to interact cross-functionally at different levels within the organization.
- Proactive approach with the ability to react appropriately and effectively to changing circumstances and demands.
What's in it for you?
- Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance).
- Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if the employee chooses a 2% employee contribution.
- Car schemes*: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles, plus car insurance.
- OR Company Car scheme for Battery Electric Vehicles (BEVs), plus car insurance cover for you and a partner/eligible family member.
- Other benefits: From day 1, we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
- Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions). During our annual benefit window, you can purchase critical illness cover and dental cover, allowing you to select the benefits that matter to you.
- Professional Development: We invest in our people and are passionate about driving development. You'll have access to LinkedIn Learning via our Degreed platform, as well as a host of professional development programs and opportunities to build your technical and soft skills for career advancement. We also offer mentoring schemes and reciprocal partnerships, recognizing that we can all learn from each other in the flow of work.
Why join VWFS UK?
You'll have the opportunity to make a difference by helping us achieve our mission: 'The Key to Mobility'. We aim to make getting from A-to-B as easy and simple as possible for everyone. To meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing, providing finance and aftersales products for Volkswagen Group vehicles, and developing innovative mobility products to solve real problems and support our customers.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!
VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us; we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.