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 Manage 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:
Own and optimise the end-to-end customer journey using mapping, insight, and performance data.
Leverage journey KPIs (CSAT, NPS, FCR, AHT) to target pain points and enhance customer outcomes.
Collaborate with stakeholders to deliver integrated, efficient service experiences.
Integrate customer feedback into service design and lead structured problem-solving initiatives.
Contribute to training and operational readine...