Continuous Improvement Lead



Heredia, Costa Rica
Full Time
2y ago

Company Description

Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

As the world’s leading repository of consumer credit data, Experian is transforming data into solutions that facilitate transactions, ensure financial safety and improve the financial lives of millions of consumers around the world.  We have been named by Forbes magazine as one of the “World’s Most Innovative Companies" and ranked on Fortune’s Best Companies to work for.

Job Description

The successful candidate must be able to influence and manage at all levels, from the “executive suite to the production floor” and all layers in between.  The candidate must be comfortable understanding and applying business strategy across Global Operations, consulting, application of automation technologies, influencing senior leaders, and giving direction at all levels within a global shared service center environment. Excellent verbal and written communication skills, a comprehensive knowledge and understanding of management and organizational principles and self-motivation are essential.

  • Enhance training / coaching curriculum to be most useful and relevant to the Experian culture and business operation.
  • Personally, deliver Lean Six Sigma training to “belt” candidates and new hires.  This will include Champion, new hire induction, Yellow-, Green-, and Black-belt candidates.  Lead Kaizen and Just Do It workshops to create quick wins and foster a culture of continuous improvement.
  • Understand, develop and apply global strategies to optimize processes and drive standardization across Experian globally with an initial focus on data operations processes across regions enabling improved time to file and quality resulting in positive Client, Customer and financial benefits.
  • Oversee and collaborate on the development, preparation, and presentation of productivity investment cases to ensure objectives, risks, benefits and approach are clearly articulated and embraced and regional and global levels.
  • Assess improvements using advanced technologies such as Robotic Process Automation (RPA) and advanced analytics such as machine learning with the support of IT partners.
  • Performing assessments utilizing analytical skills to understand internal client environments and associated optimization opportunities using a structured framework to enable opportunities to be qualified quickly and accurately.
  • Leverage Lean Six Sigma to enhance service delivery and related value stream activities
  • Support efforts to align to global standards for technology and processes that will allow Experian to leverage our scale by driving consistent practices and avoiding wasted cost/effort.
  • Executive-level stakeholder engagement, Group-level and Business Unit executives (Regional CEOs, Presidents, Managing Directors).

Collaboration and agreement on approach and recommended actions:

  • Regional Process Improvement executives.
  • Function Managers (onshore / offshore).
  • External clients.
  • Delivers excellent results aligned with strategic objectives that are measurable and sustainable.
  • Good leadership attitude – positive and motivational during periods of uncertainty.
  • Strong communication and interpersonal skills – authentic, honest.
  • Good judgement: strong sense of discretion and confidentiality – builds and maintains trust.
  • Creative approach to problem solving – collaboratively works through challenges.
  • Ability to work across a variety of cultures – adaptable, respectful of differences.


  • Minimum of 6+ years in service industries. Preferred 2+ years as a Green Belt or Black Belt and/with hands-on Lean expertise
  • Engineering or Related Bachelor’s Degree preferred (Industrial Engineer or equivalent)
  • Six Sigma Black Belt certification from reputable program
  • Language proficiency:  English (required)
  • Extensive experience in Operations, Service industry and/or back-office functions, e.g. Decision analytics, Sales operations, Customer call centers, Client service delivery, Finance, HR, IT operations, Compliance, Audit, Risk, Legal
  • Proven success in partnering with global management and operations in driving business performance gains.
  • Proven success in developing and executing business strategies, continuous improvement, analytics and advanced technologies to improve business performance.
  • Training, coaching, and scaling of LSS programs
  • Participated in and/or led at Black/Green Belt level project or related senior operational excellence/industrial engineering methodologies
  • Background in creating global operational process standards and implementing into a corporate Shared Service environment
  • Demonstrated mastery of Transactional Lean and Six Sigma tools or related operational excellence/industrial engineering methodologies
  • Change Management education and experience
  • Demonstrated ability to transform an organization’s culture through process and metrics-driven performance
  • Experience working with both large and small teams distributed within globally matrixed environment
  • Business financial assessment and related business case development
  • Advanced PowerPoint and presentation skills
  • Advanced Excel skills (e.g., pivot tables, charting), SigmaXL/Minitab for statistical measurement
  • Must be able to clear the company’s pre-employment screening

Additional Information

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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