Job Description

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireContinuous Improvement Lead

Our Mission

We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list. Hear from our team about what it’s like working at Capital One UK.

About the role

We are seeking a proactive Continuous Improvement Lead to bridge high-level operational strategy and hands-on delivery. In this role, you will lead cross-departmental projects aimed at enhancing customer experience, reducing waste, and streamlining contact centre performance. You will act as the key operational link between senior leadership, technology partners, and outsourced suppliers to drive meaningful, data-backed change.

What you’ll be doing

• Lead on the translation of Operational strategy into meaningful improvement opportunities

• Drive the direction of travel across prioritised Bold Goals and Vision Impacting projects, being seen as the key Ops point of contact

• Lead on the building and refinement of business cases, which are multi-faceted and cross departmental in nature, as we look to enhance outcomes for for our customers and transform how we service our customers within the contact centre

• Partner with technology, outsourced suppliers and other teams, to drive material Operational improvements as we continue to invest in our agent tooling and digital journeys

• Influence change at senior leadership level, whilst have the ability to drive action across peer group, unlocking tangible results

• Apply management skills such as communication and change leadership, to help drive key priorities like technology changes, and continuous improvement activities

How you’ll be doing it

• Conducting industry research and benchmarking, whilst coupling with learnt experiences to appropriately steer initiative identification and delivery

• Undertake problem solving, driving change and efficiencies to create better experiences for our customers

• Understanding, analysing and translating data into robust business cases, which evidence the impact of opportunities, before seeing them through to fruition

• Use a variety of methodologies, techniques and tools to define, manage and improve processes such as Statistical analysis, Business Process Management, Lean and Six Sigma

• Prioritise changes that add the most value to the business and customers, whilst seamlessly delivering those into the Operation, positively impacting our cost portfolio

• Supporting projects by partnering with process, technology and suppliers to ensure processes are efficient and focus on key business objectives

• Reviewing processes end-to-end, through the eye of the business, customers and other key stakeholders, and introducing innovation into the process with impactful results

• Responding quickly to rapidly changing market conditions and improving business processes, by eliminating waste and enhancing quality, whilst achieving and maintaining optimal levels of process performance.

What we’re looking for

• Strong in-built analytical mindset, a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data

• Experience in understanding key operational processes, systems and technologies across multiple lines of business and at pace

• Minimum of two years experience of using a structured methodology such as LEAN or Six Sigma, with Green/Black belt being advantageous

• A skilled problem solver, able to complete root cause analysis to gain insights and solve problems for the business

• Have managed key strategic process design, process improvements or continuous improvements

• Strong communication skills, both written and verbal, and excellent influencing skills with the ability to operate effectively at multiple levels across the organisation

• A strong decision maker, with the ability to combine business experience and insights from a range of sources to make effective recommendations and influence senior stakeholders

• Experience in a regulated environment, with contact centre experience preferable

Where and how you'll work

This is a permanent position based in our Nottingham office

We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes

• Holidays:Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.

• Health:Access premium care through our private medical insurance.

• Family Support:We champion your milestones with enhanced parental leave.

A full list of our benefits is availablehere

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible.

We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.