Continuous Improvement Manager

We’re looking for a talented Continuous Improvement Manager to join our Customer Operations Department at Charities Aid Foundation (CAF).

This is a newly created role at the heart of our transformation programme—offering a unique opportunity to shape the function and embed a culture of continuous improvement across CAF’s UK Customer Operations.

As Continuous Improvement Manager, you will be a key representative for Operations within the transformation programme, ensuring that operational teams are fully engaged, consulted, and supported throughout. You will lead the design and delivery of process improvement initiatives using Lean methodologies, working cross-functionally to enhance customer satisfaction, reduce inefficiencies, and drive operational excellence.

You’ll also play a vital role in building internal capability and fostering innovation through training, coaching, and stakeholder engagement.

Key Responsibilities

• Develop and implement a structured Continuous Improvement (CI) framework aligned with CAF’s operational goals.
• Lead end-to-end process improvement projects using Lean tools and root cause analysis techniques (e.g. 5 Whys, Fishbone Diagrams).
• Analyse operational data to identify trends, bottlenecks, and opportunities for improvement.
• Use performance metrics and KPIs to track the impact of CI initiatives and support data-driven decision-making.
• Facilitate workshops and feedback sessions to foster innovation and collaboration.
• Deliver training and coaching on CI tools and techniques to empower teams and embed a culture of continuous learning.
• Ensure improvements are sustained through audits, governance, and feedback loops.

Who you’ll be

You’ll bring:

• Proven experience leading continuous improvement initiatives in a customer operations or service environment.
• Strong knowledge of Lean, Six Sigma, or similar methodologies (Green Belt or higher desirable).
• Experience managing cross-functional projects and engaging stakeholders at all levels.
• Strong analytical skills and experience using data to drive performance improvements.
• Excellent communication and facilitation skills, with the ability to present complex information clearly.
• Proficiency in CI and project management tools (e.g. Microsoft Project, Visio).
• Desirable Qualifications
• Lean Six Sigma certification (Green Belt or above).
• Project management qualification (e.g. PRINCE2, PMP).
• Training in change management and stakeholder engagement.

Special Conditions

Occasional travel to other CAF locations.

May require working unsociable hours.

What’s in it for you

At CAF you will receive:

• Permanent hybrid ways of working where roles allow
• Six weeks holiday plus bank holidays
• A wide range of development opportunities to support personal and professional growth
• Pension scheme with better-than-market employer contribution options
• Social impact benefit schemes

About CAF

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.

We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

If you are interested in joining us as our Continuous Improvement Manager and being part of an organisation who are people focused and are “Together Building Opportunity” please click on the apply button and you will be redirected to CAF jobs portal where you can find out more about the position and apply.

We would love to hear from you!

Job Reference: DM100