Closing Date: 09/07/2025
Location: London or Sunderland
Hybrid - 3 days a week from our London or Sunderland office & 2 days working from home
Ready for a challenge?
Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.
About this role
As a Regional Continuous Improvement Lead, you will be excited to constantly scrutinize how our contact centre works. You’ll work alongside the Senior Leadership team to scope out and deliver incremental and impactful improvements in policies, tools, services, and processes. You’ll work with our Ops. Managers, TLs and CS Advisors to understand the pain points they are facing day-to-day, and bottlenecks in our operations focusing on how we can make our operations more efficient and engaging. You will work with a wide range of stakeholders within the global CS Operational Excellence team, P&T teams and other departments to build and deliver a continuous improvement framework and always look ahead to how we can continue making our customer, partner and advisor experience better.
These are some of the key ingredients to the role:
* Independently build and lead a best-in-class continuous improvement framework, proactively identifying opportunities for enhancement.
* Directly manage and coach a team of Regional Continuous Improvement Specialists to discover and deliver impactful initiatives.
* Lead and facilitate improvement workshops with leadership and SMEs to drive collaborative problem-solving and change implementation.
* Collaborate with Ops Strategy, Content & Change & Comms, and Training & Quality teams to inform policy, engage the workforce, and optimize CS Advisor journeys.
* Own the lifecycle of improvement initiatives, from identifying efficiencies and building business cases to successful project delivery through internal governance.
* Utilize various methods (interviews, feedback, analysis, workshops, surveys) to build compelling cases for change and proactively identify solutions with CS leadership.
* Ensure successful delivery through post-implementation reviews and embed a culture of continuous improvement by influencing positive behaviors at all levels
What will you bring to the table?
* Proven experience leading a continuous improvement team, consistently initiating and delivering tangible business improvements in a fast paced environment
* Lean Six Sigma qualification (Green or Black Belt level).
* Strong data analysis skills to identify trends, bottlenecks, and improvement areas are essential.
* Beneficial experience in Programme/Project management and business analysis.
* Demonstrated ability as a natural influencer and collaborator, comfortable navigating complex matrix organisations.
* Excellent stakeholder engagement, influencing, and communication skills, with the ability to blend strategic thinking with pragmatic action
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At JET, this is on the menu:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.
Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.
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