Continuous Improvement Lead

Role overview

This 12-month contract opportunity is for a Continuous Improvement Lead focused on improving internal services within Deloitte’s Enterprise Business Solutions environment. The assignment is intended to start as soon as possible, with a hybrid working pattern based mainly from Cardiff or another Deloitte office such as London, Leeds, Birmingham, or Manchester. The role requires office attendance every two weeks, as well as travel for workshops. The rate is competitive and the engagement falls inside IR35.

About the opportunity

As part of the Service Management and Continuous Service Improvement team, you will help shape a new service improvement approach across Deloitte’s enabling functions. The position plays a key role in enhancing the services delivered to the business, with a strong focus on creating a consumer-style experience for users. This is a cross-functional role spanning multiple internally facing service areas, so background in shared services, GBS, or BPO service improvement is essential.

Key responsibilities

• Map and maintain full customer journeys across priority enabling-function value streams, highlighting pain points, critical moments, and service breakdowns.
• Collect and combine customer feedback from both quantitative and qualitative sources to identify improvement themes.
• Create and use prioritisation rules for AI and automation opportunities, considering value, practicality, data readiness, and customer experience impact.
• Organise operational and experience data so it can support evidence-based prioritisation decisions.
• Develop and oversee a pipeline of transformation opportunities enabled by AI, moving ideas through to a shortlisted set of options.
• Convert journey findings into end-to-end transformation hypotheses rather than narrow process-only fixes.

Required experience and skills

• Hands-on experience with customer journey mapping, service design, or customer experience improvement, with clear understanding of the drivers of customer pain points.
• Proven work across end-to-end processes in a shared services, GBS, or BPO environment within corporate, professional services, or financial services settings.
• Experience spotting or supporting automation and AI-based enhancements in service environments.
• Strong analytical ability, including using data and insight to guide prioritisation and decision-making, and comfort working with incomplete data.
• Background in continuous improvement or transformation programmes.
• Excellent stakeholder management skills, including influencing senior stakeholders such as Directors and Partners and encouraging a customer- and data-led mindset.
• Ability to think in full customer journeys rather than isolated functions.
• Practical judgement to assess feasibility against impact.
• Structured approach to evaluating and prioritising opportunities.
• Capability to balance user experience, business outcomes, and delivery constraints.
• Skill in turning insights into clear, actionable improvement opportunities.
• Ability to support delivery teams in implementing cross-functional journey changes and realising customer experience benefits.

Desirable background

• Exposure to building or contributing to opportunity pipelines, backlogs, or prioritisation frameworks.
• Experience with Lean, Six Sigma, or similar improvement methods; Black Belt certification would be an advantage.

Working arrangement and contract conditions

This role is hybrid, with preference for Cardiff, though other Deloitte offices may be used. Travel to the office is expected on a fortnightly basis, along with additional attendance for workshops. The contract duration is 12 months, subject to confirmation. The role is available immediately or as soon as possible.

IR35 and engagement terms

For tax, commercial, and reputational risk reasons, Deloitte does not allow Associates to work through Personal Service Companies. All Associates must be engaged via PAYE through a Deloitte-approved employment company or umbrella company.

Programme note

Working through the Deloitte Associate contractor programme offers access to a variety of industry and client projects. As assignments near completion, Deloitte’s talent community team may support the search for alternative suitable projects if you wish to continue working with the firm.

Compensation

The pay rate is described as competitive and the assignment is inside IR35.