Continuous Improvement Lead

We’re looking for someone who’s got a knack for making good things even better, our next Continuous Improvement Lead!

At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

🔎What are we looking for?

As a Continuous Improvement Lead, you’ll work across business areas to identify, analyse and prioritise process improvement opportunities using performance data, operational MI, customer outcomes collaborate with senior leaders and multidisciplinary teams across Perch Group, contributing to our product-led change model and wider continuous improvement capability.

You’ll apply structured, evidence-led problem solving to identify root causes, uncover systemic themes and shape improvements aligned to business strategy. Working with Business Analysts, Architects, Process Owners, Product Owners and delivery teams, you’ll ensure initiatives are well defined and ready for delivery.

The role combines continuous improvement, analytical rigour, stakeholder engagement and delivery readiness. You’ll help ensure improvements are implemented in a controlled way, with clear ownership, measurable benefits and sustainable outcomes.

You’ll collaborate with senior leaders and multidisciplinary teams across Perch Group, contributing to our product-led change model and wider continuous improvement capability. Expect a culture of collaboration, empowerment and accountability, with customer outcomes, insight and adaptability at its core.

🗓 So, what will your day-to-day look like?

Key Responsibilities

Continuous Improvement & Problem Solving

· Identify inefficiencies, control weaknesses, waste, variation and customer friction.

· Use Lean principles and techniques such as 5 Whys, fishbone and Pareto analysis to identify root causes.

· Develop and maintain a prioritised pipeline of improvement opportunities.

· Identify systemic issues and translate findings into clear, evidence-based recommendations.

Data, MI & Insight

· Analyse process performance, KPIs, operational MI and customer outcomes to identify improvement opportunities.

· Establish baselines, success measures and reporting requirements.

· Ensure improvements have clear ownership and measurable outcomes.

Prioritisation & Delivery Readiness

· Prioritise improvements against strategy, customer outcomes, risk, benefits and delivery readiness.

· Shape opportunities into delivery-ready initiatives with clear problem statements, evidence, impacts, dependencies, risks and success measures.

· Work with Business Analysts, Architects, Process Owners and delivery teams to reduce poorly defined demand entering delivery squads.

Implementation & Sustainability

· Support controlled implementation, including operational readiness, procedures, controls, training and handover.

· Validate that changes deliver intended business and customer outcomes.

· Identify corrective action where benefits, controls or MI are not operating as expected.

· Maintain traceability from problem identification through to delivery and realised outcomes.

Collaboration & Capability

· Partner with senior stakeholders and multidisciplinary teams across Transformation & Delivery.

· Coach colleagues in practical continuous improvement and evidence-led problem solving.

· Contribute to shared improvement standards, tools and good practice.

👆Does this sound like you?

Essential

· Proven experience in continuous improvement, process improvement, transformation, operational excellence or change.

· Strong analytical and problem-solving skills, with experience identifying root causes and systemic issues.

· Practical understanding of Lean principles, process analysis and process mapping.

· Ability to interpret operational MI, performance data and customer outcome indicators.

· Experience using tools such as JIRA, Confluence, Miro, Visio, Excel and Power BI or equivalents.

· Strong stakeholder engagement, communication and facilitation skills.

· Experience working in Agile, Waterfall or hybrid delivery environments.

· Understanding of controlled implementation, business readiness, governance and benefits sustainability.

Desirable

· Lean Six Sigma Yellow Belt, or willingness to complete Yellow Belt accreditation.

· Experience producing root cause analysis outputs, process maps, improvement charters, requirements briefs and benefits tracking documents.

· BCS Foundation Certificate, BCS Diploma in Business Analysis, or equivalent business analysis qualification.

· Agile, Scrum, Product Owner, Change Management or BPMN Process Modelling certification.

⏳ The Application Timeline

• A first stage video call with the internal talent acquisition team (15-minute call)
• An introductory call with the hiring manager over Teams (30 minutes)
• A final interview with the hiring manager (60 minutes)

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application ASAP to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

💥Why you should be EXCITED to apply...

💵£45,000-58,000 DOE + up to 20% of your annual salary, paid as a bonus.

📍This role is hybrid and can be based at our Blackpool, Skipton or Manchester office – the latter a premium workspace located in the heart of Manchester’s commercial hub with regular social events planned. Oh, and did we mention the free coffee bar and beer tap? Don't believe us? See for yourself! https://www.linkedin.com/feed/update/urn:li:activity:7350451348598837248

🕰37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday.

🎓The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.

♾And many more benefits to support your wellbeing and professional development.

Apply now! This job has your name all over it.

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.

PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.