Process Excellence Manager

JR United Kingdom; Chesterfield; Hybrid; GBP 48,000 - 62,000; Full time

Job summary

Une entreprise dynamique recherche un Manager en Process Excellence pour améliorer les parcours clients. Le candidat idéal aura une expérience significative en cartographie de processus et une forte capacité d'analyse pour favoriser l'innovation. Le rôle exige une collaboration interfonctionnelle pour transformer les retours clients en actions tangibles, tout en soutenant une culture d'amélioration continue.

Qualifications

• Diplômé avec expérience en cartographie de processus dans le service client.
• Compétences analytiques et centrées sur le client.
• Expérience avérée dans l'amélioration des parcours de service.

Responsibilities

• Optimiser le parcours client en utilisant des données et des cartographies.
• Identifier des points de douleur via des KPIs et améliorer les résultats.
• Collaborer avec d'autres équipes pour améliorer l'expérience client.

Skills

Analyse

Pensée stratégique

Collaboration interfonctionnelle

Amélioration continue

Education

Diplôme dans le domaine pertinent

Tools

Qualtrics

Salesforce

Miro

Lucidchart

Job description

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Process Excellence Manager, Chesterfield

Client: HPRtalent

Location: Chesterfield, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 2

Posted: 04.06.2025

Expiry Date: 19.07.2025

Job Description:

Process Excellence Manager – Customer Journey

Location: Warwickshire (Hybrid +2 days in the office plus travel)

Salary: £48-62,000 + benefits + career opportunities

We are seeking a highly capable and strategically minded Process Excellence Manager to lead improvements across our client’s customer journey.

The role involves analyzing and enhancing customer experiences, driving operational efficiency, and integrating customer insights into business processes.

You will collaborate across functions to deliver seamless customer interactions, optimize journey performance through data and mapping, and promote continuous improvement, directly impacting CSAT, NPS, and customer loyalty.

The role includes:

• Owning and optimizing the end-to-end customer journey using mapping, insight, and performance data.
• Using KPIs (CSAT, NPS, FCR, AHT) to identify pain points and improve outcomes.
• Working with stakeholders to deliver efficient service experiences.
• Incorporating customer feedback into service design and leading problem-solving initiatives.
• Supporting training and operational readiness with service and enablement teams.
• Using tools like Miro, Lucidchart, or Qualtrics for journey mapping and communication.
• Developing plans to address specific customer pain points.
• Monitoring performance and gathering feedback to inform strategic decisions.
• Collaborating with other Process Excellence Managers and teams for unified customer experience.
• Implementing changes based on customer insights, ensuring the customer’s voice influences improvements.
• Providing insights on capacity and capabilities needed for journey-specific activities.
• Contributing to training curriculum development and delivery.
• Offering feedback for the growth of Customer Service agents.
• Mapping customer journeys end-to-end and presenting recommendations to senior stakeholders.
• Managing the 'measure → map → improve' cycle for your journey stage.
• Partnering with Digital teams to implement scalable self-serve and assisted-service solutions.

The person:

• Degree educated with experience in process mapping and process excellence in customer, sales, or marketing journeys.
• Strong analytical, strategic, and customer-centric thinking.
• Proven experience in improving service or product journeys in complex environments.
• Experience creating process maps and driving improvements regionally.
• Ability to influence change and proficiency in journey/process mapping and cross-functional influence.
• Knowledge of Lean, Agile, and CX frameworks.
• Experience with CX tools like Qualtrics, Medallia, Salesforce is a plus.
• Strong data analysis skills and strategic thinking.
• Customer-centric mindset and cross-functional collaboration skills.
• Experience across industries using innovative solutions to improve journeys.
• Ability to influence stakeholders in a matrix organization.
• Commitment to continuous improvement and customer satisfaction.
• Ability to foster an inclusive and innovative team environment.

This is an opportunity to shape customer service and embed a journey-led culture. If you enjoy solving complex service problems and delivering measurable outcomes, please email your CV to [emailprotected].