CX & Process Improvement Specialist (9-Month Contract)

Toyota Financial Services (UK) PLC; Portsmouth; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Bonus earning potential

25 days holiday + 8 bank holidays

Great pension scheme with employer/EE

Hybrid working policy

Car Scheme

Private Medical Cover

Life assurance

Discounts on retailers

Free onsite car parking

Well-being hour

Discounts on Toyota & Lexus Cars

Well-being events

Volunteer Days

Employee assistance programmes

Free fruit in the office

Job summary

KINTO-UK Ltd in Portsmouth is seeking an experienced Customer Experience Specialist for a nine-month fixed-term contract. The role focuses on acting as the voice of the customer and driving improvements across CSI and complaints data.

You will train AI tools, coach staff, and ensure compliant, high-quality customer outcomes. A strong emphasis on data handling, Excel proficiency, and collaboration across departments is required.

Qualifications

• Experience analysing CSI and complaints data to identify trends and drive improvements.
• Coach colleagues to resolve issues and implement Kaizen-based changes.
• Track and report KPI’s and Kaizen improvements.
• Deliver fair, timely and excellent customer outcomes per policy.
• Train AI tools to improve efficiency and service delivery.
• Champion ethical use of AI outputs and maintain quality standards.

Responsibilities

• Analyse CSI and complaints data to identify trends and drive improvements.
• Support and coach staff to resolve customer issues and implement changes.
• Log and track recommendations and outcomes from improvements.
• Monitor CSI scores and escalate issues to managers.
• Deliver fair, timely and excellent customer outcomes per policy.
• Track and report KPI’s with Kaizen to improve efficiency.
• Manage and update the CSI platform.
• Assist with AI tool testing and feedback.
• Promote effective use of AI while ensuring quality standards.

Skills

Relationship building

Microsoft Excel

Data handling

Analytical skills

Multitasking

Communication

Customer service experience

Digital literacy

Job description

KINTO-UK Ltd in Portsmouth is seeking an experienced Customer Experience Specialist for a nine-month fixed-term contract. The role focuses on acting as the voice of the customer and driving improvements across CSI and complaints data.

You will train AI tools, coach staff, and ensure compliant, high-quality customer outcomes. A strong emphasis on data handling, Excel proficiency, and collaboration across departments is required.