Salary: Starting from £49,354 dependent on experience

Location: Milton Keynes

Hybrid working: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office; flexibility is expected to meet the needs of the business and the role.

Hours/Contract type: Full Time Permanent (35 hours per week)

Closing date: 1st May 2026

We’re looking for a Continuous Improvement Lead Analyst to lead a small and dedicated team focused on driving consistent delivery of good outcomes for our customers. Achieving this through the identification, management, implementation and tracking of initiatives to optimise and improve processes, systems and workflows. The Lead Analyst will utilise Change Management, Lean Six Sigma and Project Management methodologies and share joint accountability with other Lead Analysts to successfully deliver positive identification and delivery of changes to systems and procedures/processes across all Customer facing departments. Responsibility for delivering good customer outcomes against FCA requirements through undertaking Root Cause Analysis based upon complaints and feedback from Retail customers. Utilising that analysis to remove friction points and improve customer outcomes and supporting in the implementation of new and upgraded systems.

What You’ll Be Doing

Lead a dedicated team aligned to one of the three operational areas of Customer Operations.
Deliver continuous improvement projects end to end successfully implementing solutions to maximise the delivery of consistently good Customer Outcomes.
Ensure resources are optimised to their full benefit within their designated area.
Become fully immersed in all stages of the customer journey – utilising data analysis and problem‑solving techniques to identify areas for process improvement initiatives.
Be accountable for ensuring Root Cause Analysis is completed in line with FCA requirements and delivering positive improvements as a direct result of the analysis.
Mentor and coach on Continuous Improvement and Change Management methodology and tools to support business areas to identify their own optimisation opportunities.
Produce clear presentations to senior management that effectively communicate project status, strategies and measurable outcomes.
Stakeholder engagement – develop and proactively manage a close relationship with Change management functions and Product Teams across the business.
Secure buy in for Customer Operations improvement initiatives and to identify when initiatives overlap and manage any dependencies.
Risk management – actively identify and manage project risks and issues, ensuring timely resolution and escalating major concerns when necessary.

Essential Experience & Skills

High level of motivation, flexibility, drive and personal commitment
Customer-focused and committed to delivering exceptional customer experience and value
Enthusiastic about the use of technology and an ability to provide a communication ‘bridge’ between the business and technologists
A willingness to learn and develop new skills
Excellent team player, able to interact cross-functionally at different levels within the organisation
A proactive approach with the ability to react appropriately and effectively to changing circumstances and demands

What’s in it for you?

Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)

Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.

Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.

OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits

Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).

Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover , so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn’t just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.

This role does not meet the UKVI’s criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.

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Volkswagen Financial Services (UK)