Process Improvement Specialist
Birmingham | Hybrid Working
At ISS, we improve the way work gets done across complex, customer-focused environments where operational performance, consistency, and service quality are critical.
We are looking for a Process Improvement Specialist to lead the analysis, design, and implementation of process improvements that enhance efficiency, strengthen control, and improve customer outcomes.
This role focuses on identifying inefficiencies, redesigning end-to-end processes, and embedding sustainable improvements across people, process, and technology.
You will work closely with operational teams and senior stakeholders to understand how processes currently operate, diagnose issues, and design practical, scalable future-state solutions.
What you will be doing:
* Leading process improvement activity from discovery through to implementation and embedding
* Conducting current-state analysis, end-to-end process mapping, and root cause analysis
* Designing future-state processes, operating models, and standardised ways of working
* Identifying opportunities for simplification, standardisation, automation, and waste reduction
* Defining and tracking measurable benefits including efficiency, quality, cost, and SLA performance
* Leading process diagnostics to identify bottlenecks, variation, and control gaps
* Developing clear process documentation, standards, and operating procedures
* Supporting adoption of new ways of working and ensuring changes are embedded into business as usual
You will also play a key role in stakeholder engagement, working with operational teams and senior leaders to shape solutions, facilitate workshops, and build alignment for change.
What success looks like:
* Measurable improvements in process efficiency, quality, and control
* Sustainable adoption of improved and standardised processes
* Clear, data-driven evidence of improved performance against KPIs
* Strong stakeholder engagement and confidence in delivered outcomes
What you will bring:
* Strong experience in process improvement within a complex organisation
* Demonstrable ability to analyse, redesign, and embed end-to-end processes
* Strong process mapping skills using tools such as Visio (BPMN beneficial)
* Confident use of Excel and data to identify insights and drive decisions
* Excellent stakeholder management and facilitation skills
* Experience working across multiple systems and understanding process interdependencies
* Strong analytical and problem-solving ability with attention to detail
* Ability to work independently and manage multiple priorities
Lean Six Sigma (Green Belt or above) or equivalent experience is desirable.
Why ISS:
ISS is a global organisation focused on creating better outcomes through people, places, and performance. We value practical problem solving, continuous improvement, and people who can turn insight into sustainable operational change.
If you enjoy improving how work really happens and delivering visible impact at scale, this role offers the opportunity to do exactly that.