Job Title: Business Process Engineer (Customer Service / Operations)
Contract: 18 months
Location: UK – Hybrid (multiple UK office locations available)
Reporting to: Head of Central Support
Overview
We are supporting a major, high-profile transformation programme focused on modernising a long-established redress and customer service system. This programme is nationally significant, operating under intense senior stakeholder scrutiny, and represents a once-in-a-generation opportunity to redesign how complex customer journeys and services operate end to end.
A newly formed Central Support Team has been established to deliver this work. The team is high-performing, collaborative, outcome-focused and empowered to challenge existing ways of working. Customer experience is the golden thread running through all decisions — policy and process design must work in practice for real users.
We are seeking an experienced Business Process Engineer to play a critical role in designing future-state (“to-be”) processes that will underpin a new delivery model and significantly improve customer outcomes.
The Role
As a Business Process Engineer, you will lead the design and optimisation of complex, end-to-end operational and customer service processes. Building on existing “as-is” analysis completed by others, you will be responsible for turning insight into coherent, scalable and deliverable future-state solutions.
This is a hands-on, specialist role — not a BA or project management position. You will work across multiple workstreams, facilitating workshops, challenging assumptions, and ensuring process designs align across the wider operating model.
You will operate in a matrix environment, engaging senior stakeholders, policy teams, operational leaders, technology and transformation functions, while maintaining a relentless focus on customer experience.
Key Responsibilities
1. Analyse existing (“as-is”) processes and validate where change is genuinely required, focusing on root causes and measurable outcomes
2. Design and document future-state (“to-be”) processes that are streamlined, customer-centric and operationally viable
3. Identify implications for roles, skills, governance, systems and technology
4. Facilitate co-design workshops with SMEs and stakeholders to test, refine and build buy-in for new processes
5. Ensure consistency and alignment across multiple workstreams, avoiding conflicting process designs
6. Specify technical and functional requirements in partnership with technology and transformation teams
7. Identify opportunities for automation, workflow optimisation, AI and data-enabled decision making
8. Develop transition plans from current to future state, ensuring readiness and minimal disruption
9. Support implementation planning and adoption at pace
10. Track and validate benefits realisation and improved customer outcomes
What We’re Looking For
This role requires a true process engineering specialist with experience operating in complex, legacy environments.
Essential experience:
11. Lean Six Sigma Black Belt (or equivalent), with clear evidence of practical application
12. Proven experience leading end-to-end process redesign in complex, service-based or regulated organisations
13. Experience unpicking multi-layered, siloed, legacy processes and rebuilding them at scale
14. Strong customer service and customer journey design experience
15. Ability to operate credibly under senior scrutiny and in high-profile programmes
Core skills and behaviours:
16. Advanced analytical and problem-solving capability
17. Strong facilitation skills; confident leading workshops and challenging thinking constructively
18. Strategic, systems-level mindset connecting process, policy, technology and delivery
19. Strong understanding of customer service technologies (CRM, workflow, case management, contact centre platforms, automation)
20. Data-driven approach to prioritisation, metrics and benefits tracking
21. Comfortable working at pace, with ambiguity and pressure
22. High energy, resilient, delivery-focused and collaborative
This role is not suitable for:
23. Generalist Business Analysts
24. Rebadged Project Managers
25. Candidates with only simple or linear process improvement experience
Working Arrangements
26. Hybrid working model
27. UK-based, with access to multiple office locations
28. Some in-person workshops required
29. Immediate or short-notice start preferred
Why Apply
This is a rare opportunity to:
30. Work on a nationally significant transformation programme
31. Redesign a 25-year-old set of processes that genuinely need a fundamental shake-up
32. Deliver big, meaningful solutions, not incremental fixes
33. Join a high-calibre, motivated team with clear backing to make change happen
,