Lean Transformation Lead – AI-Driven CX & Operations

culliganalabama; Wolverhampton; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying p</

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance Pro

Access to on-going learning and dev

Onsite parking available

Life Assurance Scheme

Job summary

Culliganalabama is seeking an experienced Lean Manager to lead continuous improvement across Customer Experience, Sales, Operations, and Finance. You will identify waste, streamline processes, and embed a culture of ongoing improvement through workshops, coaching and structured problem solving.

The role requires a strong track record in Lean, CI methodologies and stakeholder influence, with a focus on measurable customer and operational gains and potential Lean Six Sigma credentials beneficial

Qualifications

• Proven experience delivering Lean or Continuous Improvement programmes within a service, customer experience or operational environment.
• Strong understanding of Lean principles, Continuous Improvement methodologies and structured problem-solving techniques.
• Experience mapping processes, facilitating workshops and driving sustainable change across multiple departments.
• Ability to influence and coach stakeholders at all levels, including senior leadership teams.
• Track record of delivering measurable customer, operational or financial improvements.
• Knowledge of customer experience metrics such as NPS, Customer Effort Score and First Contact Resolution.
• Experience identifying and implementing automation or AI-led process improvements.
• Lean Six Sigma Green Belt, Lean Practitioner certification or equivalent experience would be advantageous.

Responsibilities

• Lead, coach and develop a team of Continuous Improvement, Business Analysis and AI specialists.
• Drive cross-functional improvement initiatives across Customer Experience, Sales, Operations, Service, Key Accounts and Finance.
• Facilitate workshops, Kaizen events and structured problem-solving sessions to identify improvement opportunities.
• Review end-to-end customer and operational processes, identifying waste, delays, duplication, data errors and failure demand.
• Design and implement future-state processes, operating standards, process maps and RACI frameworks.
• Embed Lean Daily Management, visual management and continuous improvement disciplines across teams.
• Coach managers and colleagues in Lean thinking, root-cause analysis, standard work and corrective actions.
• Develop quality assurance and audit frameworks to ensure process improvements remain effective and sustainable.
• Track and report improvement benefits, ensuring ownership is successfully embedded within operational teams.
• Support the adoption of AI-enabled tools and automation opportunities that improve efficiency and scalability.
• Partner with senior stakeholders to translate strategic objectives into practical, measurable changes.
• Lead initiatives focused on improving customer satisfaction, First Contact Resolution, process reliability, retention and operational performance.

Skills

Lean methodologies

Process optimisation

AI-enabled solutions

Stakeholder coaching

Workshop facilitation

Kaizen events

NPS/CES/FCR knowledge

Lean Six Sigma Green Belt

Team leadership

Job description

Culliganalabama is seeking an experienced Lean Manager to lead continuous improvement across Customer Experience, Sales, Operations, and Finance. You will identify waste, streamline processes, and embed a culture of ongoing improvement through workshops, coaching and structured problem solving.

The role requires a strong track record in Lean, CI methodologies and stakeholder influence, with a focus on measurable customer and operational gains and potential Lean Six Sigma credentials beneficial