Role Description

The Continuous Improvement Manager supports the Head of Continuous Improvement to design, deliver, and embed change initiatives that add new capability to the organisation—typically through AI, automation, and digital process improvement. The role blends project delivery with practical research and enablement:

• Understanding how colleagues work
• Finding better ways of working
• Identifying and designing solutions
• Developing consistent approaches
• Creating training and guidance for safe and consistent adoption with measurable business benefit

Key Responsibilities

• Continuous Improvement Delivery
  • Support the Head of Continuous Improvement to plan and deliver a pipeline of improvement projects, from discovery through implementation and benefits realisation.
  • Produce clear project documentation (scope, outcomes, delivery plans, RAID logs, stakeholder maps, comms/training plans, benefits tracking).
  • Facilitate workshops to understand current processes, pain points, and opportunities; map processes and identify automation/AI opportunities.
  • Coordinate delivery across business teams, IT, data, and suppliers/partners where required.
  • Contribute to a continuous improvement loop: prototype → test → learn → refine → embed, reflecting the organisation’s use-case led approach.
• Stakeholder engagement & change enablement
  • Build strong relationships across teams to support adoption and change.
  • Create clear communication that explains “what’s changing, why, and how to use it.”
  • Track adoption and benefits, and recommend improvements based on evidence.
• AI & Automation Capability Delivery
  • Identify, qualify, and shape AI and automation opportunities that reduce manual effort, improve quality, and enhance colleague and customer outcomes.
  • Support delivery of solutions such as workflow automation, bots, copilots/chatbots, and “AI-assisted” tools aligned to business needs.
  • Help define success criteria, guardrails, and adoption plans for each solution (including controls for data, privacy, and appropriate use) in line with policy and governance considerations.
  • Support testing, release readiness, and transition to BAU (training, documentation, handover, adoption measurement).
  • Understand colleagues’ current use of AI chat tools. Capture and categorise “good practice” patterns, common tasks, recurring prompts, productivity wins, and known risks/pitfalls.
  • Identify opportunities to reduce shadow AI risks by steering colleagues to approved tools and safer practices.
  • Build and maintain an AI Prompt Library (version-controlled) with:
    • Curated prompt examples by role/task
    • Templates, prompt patterns, and quality checklists
    • Do / don’t examples and safe-use reminders
    • References to approved tools and data handling rules aligned to AI Policy (privacy, oversight, accuracy, transparency)
  • Create an “AI at AKG” practical guide covering:
    • When to use which AI tool
    • Safe/responsible use expectations (human oversight, privacy, accuracy, ethical use, transparency)
    • Prompt-writing basics and advanced techniques
    • Examples relevant to day-to-day work
    • Quality assurance steps (fact-checking, bias checks, tone, confidentiality)
  • Develop modular training content (e.g., bite-sized sessions) and supporting material (e.g. slides, exercises, handouts, prompt packs).
  • Facilitate live training sessions and/or train-the-trainer sessions; gather feedback and iterate content.

Qualifications

• IT Project Management.
• General IT systems knowledge.
• Demonstrable experience supporting delivery of continuous improvement and/or change projects.
• Strong relationship development and management skills.
• Strong analytical and problem-solving skills: process mapping, root cause analysis, identifying waste/inefficiency.
• Experience producing practical documentation and training materials that drive adoption.
• Practical understanding of AI tools in a workplace context or demonstrable self-start ability to research and learn as these tools develop.

Compliance

It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.