Business Process Engineer / Architect (Remote)

La Fosse Associates; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment firm seeks an experienced Business Process Engineer for a critical role in a nationally significant transformation programme. This position involves designing and improving operational processes while ensuring a strong focus on customer experience. The ideal candidate will have proven experience in end-to-end process redesign, strong analytical and facilitation skills, and the ability to navigate complex environments. The role is hybrid, requiring flexibility across various UK locations.

Qualifications

• Experience in complex, service-based or regulated organisations.
• Proven end-to-end process redesign experience.
• Ability to handle ambiguity and pressure.

Responsibilities

• Lead design and optimisation of operational processes.
• Facilitate workshops with stakeholders for process refinement.
• Specify technical and functional requirements.

Skills

Lean Six Sigma Black Belt

Advanced analytical capability

Strong facilitation skills

Customer service technologies knowledge

Job description

Job Title: Business Process Engineer (Customer Service / Operations)

Contract: 18 months
Location: UK – Hybrid (multiple UK office locations available)
Reporting to: Head of Central Support

Overview

We are supporting a major, high-profile transformation programme focused on modernising a long-established redress and customer service system. This programme is nationally significant, operating under intense senior stakeholder scrutiny, and represents a once-in-a-generation opportunity to redesign how complex customer journeys and services operate end to end.

A newly formed Central Support Team has been established to deliver this work. The team is high-performing, collaborative, outcome-focused and empowered to challenge existing ways of working. Customer experience is the golden thread running through all decisions — policy and process design must work in practice for real users.

We are seeking an experienced Business Process Engineer to play a critical role in designing future-state (“to-be”) processes that will underpin a new delivery model and significantly improve customer outcomes.

The Role

As a Business Process Engineer, you will lead the design and optimisation of complex, end-to-end operational and customer service processes. Building on existing “as-is” analysis completed by others, you will be responsible for turning insight into coherent, scalable and deliverable future-state solutions.

This is a hands-on, specialist role — not a BA or project management position. You will work across multiple workstreams, facilitating workshops, challenging assumptions, and ensuring process designs align across the wider operating model.

You will operate in a matrix environment, engaging senior stakeholders, policy teams, operational leaders, technology and transformation functions, while maintaining a relentless focus on customer experience.

Key Responsibilities

• Analyse existing (“as-is”) processes and validate where change is genuinely required, focusing on root causes and measurable outcomes
• Design and document future-state (“to-be”) processes that are streamlined, customer-centric and operationally viable
• Identify implications for roles, skills, governance, systems and technology
• Facilitate co-design workshops with SMEs and stakeholders to test, refine and build buy-in for new processes
• Ensure consistency and alignment across multiple workstreams, avoiding conflicting process designs
• Specify technical and functional requirements in partnership with technology and transformation teams
• Identify opportunities for automation, workflow optimisation, AI and data-enabled decision making
• Develop transition plans from current to future state, ensuring readiness and minimal disruption
• Support implementation planning and adoption at pace
• Track and validate benefits realisation and improved customer outcomes

What We’re Looking For

This role requires a true process engineering specialist with experience operating in complex, legacy environments.

Essential experience:

• Lean Six Sigma Black Belt (or equivalent), with clear evidence of practical application
• Proven experience leading end-to-end process redesign in complex, service-based or regulated organisations
• Experience unpicking multi-layered, siloed, legacy processes and rebuilding them at scale
• Strong customer service and customer journey design experience
• Ability to operate credibly under senior scrutiny and in high-profile programmes

Core skills and behaviours:

• Advanced analytical and problem-solving capability
• Strong facilitation skills; confident leading workshops and challenging thinking constructively
• Strategic, systems-level mindset connecting process, policy, technology and delivery
• Strong understanding of customer service technologies (CRM, workflow, case management, contact centre platforms, automation)
• Data-driven approach to prioritisation, metrics and benefits tracking
• Comfortable working at pace, with ambiguity and pressure
• High energy, resilient, delivery-focused and collaborative

This role is not suitable for:

• Generalist Business Analysts
• Rebadged Project Managers
• Candidates with only simple or linear process improvement experience

Working Arrangements

• Hybrid working model
• UK-based, with access to multiple office locations
• Some in-person workshops required
• Immediate or short-notice start preferred

Why Apply

This is a rare opportunity to:

• Work on a nationally significant transformation programme
• Redesign a 25-year-old set of processes that genuinely need a fundamental shake-up
• Deliver big, meaningful solutions, not incremental fixes
• Join a high-calibre, motivated team with clear backing to make change happen