Reporting to the Head of Operational Excellence this role is vital to the delivery of our clients CX strategy and needs someone with a background in Continuous Improvement and CX.
Role: Operational Excellence Manager - this is a 12 month FTC which will most likely turn permanent.
Salary: 70 - 100k (DOE)+ bonus + bens
Location: UK Remote (must be in the UK now with a valid working permit, no sponsorship available).
This role will lead and embed our clients Operational Excellence agenda — delivering measurable returns on investment in efficiency, cost-to-serve and customer outcomes, while simultaneously building long-term cultural and capability uplift. This role ensures that benefits are not just identified but realised and sustained, embedding a disciplined, data-led execution model that enables our client to lead the field in service provision.
Responsibilities:
OpEx System Leadership: Designs, embeds, and governs the Customer Service ad Operations framework (maturity assessments, dashboards, Daily Management Systems, benefit-tracking). Establish clear standards, cadence and governance to ensure consistency and repeatability across operations.
Execution & ROI: Lead efficiency, productivity and cost‑to‑serve optimisation using recognised methodologies (e.g. Lean, Agile, continuous improvement platforms). Ensure every initiative is tied to clearly defined, measurable benefits with transparent tracking and accountability.
Capability & Culture: Builds operational maturity by coaching leaders and teams in OpEx disciplines. Embed a culture of structured problem‑solving, outcome focus, and disciplined execution within business‑as‑usual activity.
Performance Management: Drive standard operating procedures, escalation frameworks and performance dialogues that improve right‑first‑time delivery and service outcomes at scale. Anchor customer and operational measures into daily and weekly performance routines.
Sustainability: Ensure improvements are embedded and sustained (“fix once, fix right”), preventing benefit erosion after delivery. Act as a challenger to existing practices, identifying waste, inefficiency and opportunities to simplify.
This role will reduces failure demand and improve service provision while improving customer experience measures and resolution times.