Job Title: Process Improvement & Digital Solutions Specialist
Location: Swindon
Reporting to: Head of Process Improvement
Salary: £34-38k pa
Hours: Monday to Friday, 37.5 hours per week

Background

We are OutsideClinic – the UK’s leading specialist provider of eye and hearing healthcare at home. Our mission is to improve the health, wellbeing, and happiness of older people by delivering extraordinary care through life-enhancing, life-changing domiciliary services. We believe that clinically excellent eye and hearing healthcare should be accessible and affordable for all, especially for those who cannot easily reach the high street unaided. At our core, we are committed to Clinical Excellence, making a Positive Impact in everything we do, and continuously improving our services.

Job Summary

The newly created role of Process Improvement & Digital Solutions Specialist is a key position reporting into our Head of Process Improvement. You will play a crucial role in driving business efficiencies, optimising customer interactions, and supporting digital transformation initiatives across the organisation. This role involves working closely with teams across the business to identify inefficiencies, implement digital solutions, and ensure sustainable process improvements that enhance commercial productivity and customer experience.

Your focus will be on process development and re-engineering within both our contact centre and field operations, ensuring we optimise resources and reduce inefficiencies. You will contribute to building a digitisation roadmap for our customer services, improving business efficiency, minimising leakage, and optimising workforce planning.

Key Responsibilities

Process Optimisation & Digital Transformation

• Identify, map, and improve business processes to enhance efficiency and reduce waste.
• Leverage digital tools and automation to streamline workflows and improve scalability.
• Support the Head of Process Improvement in developing a digitisation roadmap.

Problem-Solving & Implementation

• Analyse operational challenges and propose data-driven solutions.
• Lead initiatives to optimise customer touchpoints and drive a seamless experience.
• Take ownership of solution implementation, ensuring sustainability and continuous improvement.

Project Support & Delivery

• Assist in delivering process improvement projects from concept to execution.
• Ensure measurable impact and alignment with key business objectives.
• Work collaboratively with internal teams and external partners to support transformation initiatives.

Technology & Automation

• Identify and implement AI-driven analytics, workflow automation, and digital reporting tools.
• Work closely with IT and digital teams to align technology solutions with business needs.
• Support the integration of new tools to improve efficiency and service delivery.

Data-Driven Decision-Making

• Utilise data analytics and dashboards to assess process efficiency.
• Monitor KPIs and use insights to drive continuous improvements.
• Provide regular reports and recommendations to senior leadership.

Training & Change Management

• Support teams in adopting new digital solutions and process changes.
• Provide training on process improvement methodologies (Lean, Six Sigma, Kaizen, Agile).
• Engage stakeholders at all levels to drive a culture of continuous improvement.

Compliance & Risk Management

• Ensure process improvements align with industry regulations and quality standards.
• Identify and mitigate risks associated with process changes and digital implementations.

Key Performance Indicators (KPIs)

• Increase in process efficiency and automation adoption.
• Reduction in operational costs and waste.
• Improvement in customer service metrics and first-call resolution rates.
• Successful implementation and adoption of digital solutions.
• Positive impact on overall business productivity and performance.

About You

• Degree in Business, Engineering, Data Analytics, IT, or a related field.
• Experience in process improvement, operational excellence, or digital transformation.
• Strong analytical and problem-solving skills, with a structured approach to continuous improvement.
• Knowledge of process improvement methodologies (Lean, Six Sigma, Kaizen, Agile).
• Familiarity with automation tools, data analytics platforms, and workflow optimisation.
• Ability to manage multiple projects and drive results in a fast-paced environment.
• Strong communication, collaboration, and stakeholder management skills.
• Passionate about technology, efficiency, and delivering impactful change.

What we offer

• Competitive salary
• Generous pension scheme, matched up to 5%
• Private medical insurance
• 22 days holiday plus bank holidays
• Life assurance (4 x salary)
• Employee discounts

Join a forward-thinking team that is driving innovation and transformation across the organisation. This role offers hands-on experience in business process automation and digital solutions, with the opportunity to work closely with senior leaders and contribute to high-impact strategic initiatives. You will benefit from a competitive salary, a comprehensive benefits package, and clear opportunities for professional growth—all within a dynamic and collaborative environment that values continuous improvement and operational excellence.