Continuous Improvement Lead – AI

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and implement projects and initiatives that facilitate service enhancement.

• Analyze, identify, and create solutions for delivering projects and initiatives.

• Evaluate outcomes to consistently enhance Service Improvement and Customer Experience across various client accounts.

• Collaborate closely with account teams and clients to ensure initiatives yield effective results.

• Engage in collaborative forums to share and gather insights with colleagues.

• Develop and deploy Copilot agents to optimize processes and boost efficiency.

• Collaborate with SMEs and specialists to refine workflows utilizing AI and automation.

• Contribute to scheduled automation projects.

• Advocate for the advancement of Copilot skills throughout the service.

• Utilize Copilot Studio and sanctioned tools to design intents, actions, and data connections.

• Set up roles and permissions, and systematically test agents.

• Lead pilot projects, document outcomes, resolve issues, and plan phased rollouts.

• Organize training and hyper care sessions, and transition to service owners with support models.

• Conduct pre-deployment security and compliance checks, including data access, retention, and content filtering.

• Document DPIA and controls, aligning with Microsoft 365 Copilot security and compliance preparations.

• Maintain knowledge artifacts and work instructions while adhering to audit requirements and re-certification timelines.

• Enhance the skills of managers and SMEs while promoting AI literacy throughout teams.

• Assist service lines in identifying and pursuing technological opportunities to streamline and improve processes.

⛳️ Requirements

• Practical experience with Copilot Studio or a similar conversational agent building platform.

• Excellent verbal and written communication abilities.

• A customer-focused approach.

• Strong analytical skills with the capacity to adapt and work efficiently under pressure.

• Experience in continuous improvement methodologies (Lean/Six Sigma or equivalent).

• Knowledge of information governance and compliance controls for AI – preferred.

• Experience in continuous improvement methodologies (Lean/Six Sigma or equivalent) – preferred.

🏝️ Benefits

• 23 days of holiday (increasing to 27) with the option to purchase additional leave.

• Paid day off for volunteering activities.

• Automatic enrollment in the company pension plan.

• Life insurance coverage.

• Cycle2work scheme.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paid paternity leave.

• Optional benefits including discounts on retail, social activities, health and wellness, travel, and technology.

• Employee Network Groups.

• Opportunities for career development and skill enhancement to advance your career.

• Flexible home-based work arrangement.