Continuous Improvement Lead

Job summary

Ofgem is Great Britain’s independent energy regulator. Our primary responsibility is to protect energy consumers, especially the most vulnerable, while at the same time working with government, industry and consumer groups to deliver a clean, more affordable and secure net-zero energy system at the lowest cost to consumers and drive economic growth.

Ofgem has a culture of inclusion that encourages, supports and celebrates the diverse voices and experiences of our colleagues. It fuels our innovation and helps ensure we can best represent the consumers and the communities we serve. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic selves to work.

Job description

Role Purpose

The Continuous Improvement Lead will drive operational excellence across People Operations by embedding a culture of continuous improvement within a
hybrid delivery model. Reporting to the People Digital Solutions & Insights
Manager, this role will identify, design and implement process improvements
that enhance efficiency, consistency and user experience across the People
function. This includes playing a key role in the optimisation, governance and
day-to-day support of HR systems. Alongside improvement activity, the role
provides resilience and continuity for HR systems.The role will act as a strategic partner to stakeholders, using data-driven insights and Lean methodologies to streamline workflows, reduce complexity and ensure compliance with civil service standards. They will champion innovation, lead improvement projects and build capability within teams to sustain improvements, supporting the organisation’s commitment to delivering high quality, value-for-money HR services.

Person specification

Key Responsibilities

Continuous Improvement Initiatives

• Identify, design and deliver process improvement projects across People Operations using Lean and data-driven methodologies.

• Ensure alignment with civil service standards and organisational priorities.

• Review and optimise HR system workflows, ensuring they are configured to support efficient, compliant and user friendly end to end processes.

Data & Performance

• Use HR service data and stakeholder feedback to diagnose inefficiencies and recommend solutions.

• Monitor KPIs to measure impact and sustainability of improvements.

• Ensure HR system data accuracy through regular audits, data quality checks and proactive issue resolution

HR System Administration & Support

• Support system configuration tasks such as workflows, permissions, templates and reference data (within role-based access controls).

• Act as deputy/support for the HR Systems Administrator as required, providing cover during absence or peak demand.

• Coordinate user acceptance testing (UAT) for system changes, upgrades and new releases.

Stakeholder Engagement & Change Management

• Collaborate with Senior People Partners, Service Enablement Hubs and transactional teams to embed improvements.

• Communicate changes effectively and manage resistance.

• Partner with system owners to align system developments with business needs and improvement priorities.

Capability Building & Coaching

• Develop tools, guidance and training to build continuous improvement capability within People Operations teams.

• Act as a subject matter expert for improvement methodologies.

• Deliver training sessions to improve People teams confidence and capability in using HR systems effectively.

Governance & Reporting

• Maintain documentation of improvement projects, benefits realisation and compliance.

• Provide regular updates to the People Operations Lead and senior stakeholders.

• Proven track record of leading and delivering measurable process improvements across HR and/or shared service functions within a complex, multi-stakeholder organisation. Demonstrated ability to diagnose root causes, redesign processes end-to-end and deliver sustained service, quality and efficiency gains. (Lead Criteria)

• Advanced ability to interpret and utilise operational data, performance metrics and workforce insights to identify system issues, prioritise improvement opportunities and build strong evidence-based cases for change. Skilled in translating data into clear, actionable recommendations for all stakeholders.(Lead Criteria)

• Extensive experience leading multiple concurrent improvement workstreams, applying structured project management approaches and ensuring delivery to agreed scope, timelines and quality standards. Able to balance strategic priorities with operational delivery, anticipating risks and implementing effective mitigation plans.

• Exceptional stakeholder management capability, with a proven ability to influence and negotiate at all levels, from peers to senior leadership teams. Demonstrated success in driving behavioural and cultural change, overcoming resistance and securing buy‑in for new systems, processes and ways of working.

• Strong coaching and facilitation skills, with experience in building organisational capability in continuous improvement. Able to mentor colleagues, lead training sessions and embed CI mindsets and behaviours, ensuring improvements are sustained and adopted long-term.

• Strong knowledge of continuous improvement methodologies, such as Lean, Six Sigma and process re-engineering, with practical experience applying these tools to deliver tangible benefits with the ability to tailor methods to organisation needs.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Benefits

Alongside your salary of £35,232, OFGEM contributes £10,206 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

Things you need to know

Artificial intelligence

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