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Process Excellence Manager, Luton, Bedfordshire
Client: HPRtalent
Location: Luton, Bedfordshire, United Kingdom
Job Category: Other
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EU work permit required: Yes
Job Views: 2
Posted: 04.06.2025
Expiry Date: 19.07.2025
Job Description:
Process Excellence Manager – Customer Journey
Location: Warwickshire (Hybrid +2 days a week in the office plus travel)
Salary: £48-62,000 + corporate benefits + career opportunities
We are seeking a highly capable and strategically minded Process Excellence Manager to lead the improvement of all stages of our client’s customer journey.
In this role, you will be responsible for analysing and enhancing customer experiences, driving operational efficiency, and embedding customer insight into business processes.
As the Process Excellence Manager, you will collaborate across functions to deliver seamless customer interactions, optimise journey performance through data and mapping, and act as a champion for continuous improvement. Your work will directly contribute to improved CSAT, NPS, and overall customer loyalty.
The role includes:
* Owning and optimising the end-to-end customer journey using mapping, insight, and performance data.
* Leveraging journey KPIs (CSAT, NPS, FCR, AHT) to target pain points and enhance customer outcomes.
* Collaborating with stakeholders to deliver integrated, efficient service experiences.
* Integrating customer feedback into service design and leading structured problem-solving initiatives.
* Contributing to training and operational readiness in partnership with service and enablement teams.
* Utilising tools such as Miro, Lucidchart, or Qualtrics to map and communicate journey insights.
* Developing and implementing targeted plans to address specific customer pain points at the designated journey stage.
* Monitoring stage-specific performance using KPIs and gathering customer feedback to inform strategic decisions.
* Coordinating with other Process Excellence Managers and teams to ensure a seamless customer experience.
* Advocating for and implementing changes based on customer insights, ensuring the customer’s voice is central to journey improvements.
* Providing a clear point of view on the capacity and capability needed to deliver on journey-specific customer service activities to Team Leaders and the Resourcing Coordinator.
* Contributing to the development of training curriculum for the Onboarding, Training & Development team and participating in training delivery.
* Providing feedback and input for the development and promotion of Customer Service agents, enabling their growth.
* Mapping customer journeys end-to-end using formal techniques and software.
* Presenting recommendations to senior stakeholders based on customer insight and operational data.
* Taking ownership of the 'measure → map → improve' cycle for your journey stage.
* Partnering with Digital teams to implement scalable self-serve and assisted-service solutions.
The person:
* Degree educated with a strong career in process mapping and process excellence in customer, sales, or marketing journeys.
* Strong analytical, strategic, and customer-centric thinking skills.
* Proven experience in improving service or product journeys in complex environments.
* Experience creating process maps and driving improvements in regional networks.
* Ability to influence change through proficiency in journey/process mapping and cross-functional influence.
* Familiarity with Lean, Agile, and CX frameworks.
* Experience with CX tools like Qualtrics, Medallia, Salesforce is a plus.
* Strong data analysis skills and ability to derive insights.
* Strategic thinker with experience in developing improvement strategies.
* Customer-centric mindset with experience using feedback to inform strategies.
* Ability to work effectively across teams and influence stakeholders in a matrix structure.
* Innovative approach to improving customer journeys, with a commitment to continuous improvement.
* Ability to foster an inclusive team environment, valuing diverse ideas.
This is an opportunity to shape how our client serves their customers and embed a journey-led culture. If you thrive on solving complex service problems and delivering measurable outcomes, we’d love to hear from you. Please email your CV to [emailprotected]
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