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Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Process Improvement Lead
Are you passionate about transforming the way things work? If you thrive on process improvement and have a flair for process modelling and redesign, we’d love to hear from you
Contract: Permanent
Working hours: 35 hours per week
Salary: London – From £59,540-£65,000 (DOE) Coventry – From £57,500-£63,000 (DOE)
Reporting to: Transformation Project Enablement Manager
Location: London, docklands or Coventry. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office
The purpose of your role
At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.
Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience, and we’re determined to move at pace.
This is a great opportunity for a passionate Process Improvement specialist with excellent process modelling & redesign skills. You will help improve the experiences of our customers by identifying process and continuous improvement opportunities and working closely with stakeholders at varying levels to shape and drive improvement projects.
You will be pragmatic in your approach, utilising your suite of process improvement tools (Lean Six Sigma, process modelling & redesign) to create and embed a culture of continuous improvement across the Service.
Key Responsibilities
- Creating, delivering and leading a service for the wider organisation to ensure process improvement techniques, tools and ways of working become an established capability at the Financial Ombudsman Service.
- Leading on the identification of opportunities for process standardisation, simplification, and automation to reduce waste and risk, enabling a more efficient and effective ways of working, resulting in a direct improvement for our colleagues and customers.
- Undertaking cost mapping analysis of proposed changes and advise and gain authorisation to implement the improvements into operational services.
- Playing a key role in the implementation of the proposed improvements, either by leading on delivery of the changes, or by successfully partnering with senior stakeholders across the organisation to ensure the desired outcomes are achieved.
- Engaging and collaborating with all levels of senior stakeholders throughout the process improvement process, including through owning the design and approach of updates to the Executive, and leading the facilitation of customer-centred process improvement workshops.
- Using visual tools and techniques to communicate improvement opportunities in an easy-to-understand format for varying audiences.
- Working effectively with other change and continuous improvement capabilities (including service design and business change and adoption) to ensure optimum impact for the organisation and delivery of meaningful improvements.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
Minimum Criteria
- A proven track record of using best practice process improvement methodologies to achieve meaningful improvements in a customer-focused service organisation.
- Embedding a new process improvement capability within an organisation.
- Using data, insights, and agile ways of working to design, develop, test and iterate process improvements.
- Understanding how process improvement capabilities sit alongside other change and continuous improvement capabilities to provide optimum support for the organisation.
- Proficient in producing process improvement artefacts, including current and future-state user journeys, business process models, and related documentation.
- Facilitating workshops, design sprints, ideation sessions or similar.
- Critically breaking down complex problems in a fast-paced environment, with a knack for storytelling.
- Strong stakeholder management skills, with the ability to balance competing views as part of the design process.
- Working across different levels multiple areas of the operational and support business services demonstrating the ability to translate complex data into to tangible, deliverable solutions.
Desirable
- A recognised certification and / or qualification in process improvement.
Why Financial Ombudsman Service?
We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
- Please upload an up-to-date copy of your CV ensuring you are highlighting those skills and experience that are relevant to the role (as per the minimum criteria).
- A statement of interest is always welcomed, but not essential.
Applications need to be submitted by midnight on
Wednesday 24th September 2025
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply today
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application
