Are you passionate about driving meaningful change and delivering exceptional customer experiences? We’re looking for a Continuous Improvement Manager to join our dynamic team, with a laser focus on improving processes, performance, and customer outcomes in our Contact Centre and broader CX environment. This is a REMOTE role, however, you must be in the UK now with a valid working visa. This is a high-impact role where you’ll partner with operational leaders, front-line teams, and cross-functional stakeholders to identify, design, and implement improvements that enhance efficiency, reduce customer effort, and boost satisfaction. Key Responsibilities Lead and manage continuous improvement initiatives across the Contact Centre and CX functions using Lean, Six Sigma, and other methodologies. Analyse performance data and customer feedback to identify improvement opportunities and root causes of inefficiencies or dissatisfaction. Facilitate workshops and Kaizen events to drive engagement and ideation from front-line teams. Design and implement end-to-end process enhancements that improve key metrics such as NPS, FCR, AHT, and CSAT. Collaborate closely with CX, QA, Training, and Technology teams to ensure changes are customer-centric, scalable, and sustainable. Develop and monitor KPIs to measure the effectiveness and ROI of improvement initiatives. Act as a change agent and foster a culture of continuous improvement within t...