Head of Process and Service Design - 12 month FTC

CityFibre; Milton Keynes; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Join CityFibre as the Head of Process & Service Design, where you'll play a pivotal role in optimizing internal operations and enhancing customer experiences strategically aligned with company goals. This hybrid position offers competitive remuneration, a car allowance, and extensive benefits, emphasizing wellbeing and work-life balance.

Benefits

Car allowance

Performance-related bonus

25 days annual leave

Private medical insurance

Family-friendly policies

Qualifications

• Experience in leading cross-functional teams and improving operational performance.
• Knowledge of BPMN2, Lean, Six Sigma, or Agile frameworks.
• Ability to align initiatives with organizational goals.

Responsibilities

• Lead end-to-end process improvement initiatives to enhance service delivery.
• Collaborate to design services that exceed customer expectations.
• Define KPIs and establish quality control standards.

Skills

Leadership in Service Design & Process

Process Methodologies

Strategic Thinking

Advanced Communication

Job description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.

As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as the Head of Process & Service Design

This role is key to shaping and delivering efficient, customer-focused processes and services that support CityFibre’s ambition to become a world-class operating company. You’ll lead the design and continuous improvement of internal operations and customer experiences, ensuring they are strategically aligned, data-informed, and built for long-term success.

You’ll receive a competitive salary, a car allowance, a performance-related bonus, and a range of benefits to support you across your financial, physical, and mental wellbeing.

This is some of what you can expect to be doing:

• Service-Led Process Optimisation: Experience in leading end-to-end process improvement initiatives with a focus on enhancing service delivery, to streamline operations, improve customer experience, and drive sustainable efficiency.
• Customer-Centric Service Design: Collaborate cross-functionally to design and enhance services that exceed customer expectations and align with strategic business goals.
• Strategic Change Leadership: Develop and implement a vision for process and service transformation, integrating with change and release management frameworks.
• Performance & Quality Assurance: Define KPIs, implement process intelligence tools, and establish quality control standards to ensure continuous improvement and service excellence.

What you’ll bring to the role

We’re looking for an experienced professional with a strong background in service design and process, capable of leading cross-functional initiatives that drive operational improvement and customer-focused outcomes. The details listed below are desirable, provided there is demonstrable experience in delivering impactful work in similar roles.

You’ll also have:

• Proven Leadership in Service Design & Process: Demonstrated success in leading cross-functional teams and delivering measurable improvements in operational performance.
• Working knowledge of Process Methodologies, desirably knowledge of BPMN2, Lean, Six Sigma, or Agile frameworks for process and service optimisation.
• Strategic Thinking & Business Alignment: Ability to align process and service design initiatives with organisational goals and transformation strategies.
• Advanced Communication & Stakeholder Engagement: Excellent interpersonal skills to influence, collaborate, and communicate effectively across all levels of the organisation.

Diversity, Inclusion & Belonging

We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of your choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family-friendly and menopause policies.