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 the Contact Centre environment.
Provide coaching and guidance to team leaders and managers on process improvement best practices.Key Skills and Experience:
Proven experience in a Continuous Improvement, Business Change, or Operational Excellence role within a Contact Centre or Customer Operations environment.
Strong track record of delivering measurable process improvements and cost-to-serve reductions.
Skilled in collaborative stakeholder engagement, with the ability to influence across departments.
Proficiency in data analysis to identify trends, root causes, and improvement opportunities.
Experience working with and optimising contact centre technologies (CRM, telephony, knowledge management, workforce management tools).
Strong project management and status reporting skills.
Excellent analytical and problem-solving skills; able to interpret data and customer insights to drive decisions.
Confident facilitator with experience leading workshops and managing cross-functional projects.
Passion for customer experience, operational efficiency, and employee engagement.
Strong communication and influencing skills – able to work across all levels of the organisation