Process Excellence Manager

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

Job summary

A leading company in the industry is seeking a Process Excellence Manager to enhance customer experiences and drive operational efficiency. This strategic role requires in-depth analysis of customer journeys, collaboration across multiple teams, and a strong background in process improvement methodologies. The successful candidate will have the opportunity to shape customer interactions and contribute to a culture of continuous improvement.

Qualifications

• Strong career trajectory in process mapping and excellence in customer journeys.
• Proven experience improving service journeys in complex environments.
• Familiarity with Lean, Agile, and customer experience improvement frameworks.

Responsibilities

• Own and optimise the end-to-end customer journey using mapping and performance data.
• Collaborate with stakeholders to ensure seamless service experiences.
• Integrate customer feedback into service design and problem-solving initiatives.

Skills

Analytical Skills

Strategic Thinking

Cross-functional Collaboration

Customer-centric Mindset

Education

Degree in a related field

Tools

Qualtrics

Salesforce

Medallia

Job description

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Process Excellence Manager – Customer Journey

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

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

We are seeking a highly capable and strategically minded Process Excellence Manager to lead the improvement of all stages of our client’s customer journey.

In this role, you will be responsible for analysing and enhancing customer experiences, driving operational efficiency, and embedding customer insight into business processes.

As the Process Excellence Manager, you will collaborate across functions to deliver seamless customer interactions, optimise journey performance through data and mapping, and act as a champion for continuous improvement. Your work will directly contribute to improved CSAT, NPS, and overall customer loyalty.

The role:

• Own and optimise the end-to-end customer journey using mapping, insight, and performance data.
• Leverage journey KPIs (CSAT, NPS, FCR, AHT) to target pain points and enhance customer outcomes.
• Collaborate with stakeholders to deliver integrated, efficient service experiences.
• Integrate customer feedback into service design and lead structured problem-solving initiatives.
• Contribute to training and operational readiness in partnership with service and enablement teams.
• Utilise tools such as Miro, Lucidchart, or Qualtrics to map and communicate journey insights.
• Develop and implement targeted plans to address specific customer pain points at the designated journey stage.
• Continuously monitor stage-specific performance using KPIs and gather customer feedback to understand customer behavior and preferences, informing strategic decisions.
• Coordinate with the other Process Excellence Manager and teams to ensure a seamless and integrated customer experience.
• Advocate for and implement changes based on customer insights, ensuring the customer's voice is central to journey improvements.
• Act as a champion for integrating customer feedback into customer journey improvements within the dedicated stage, ensuring that customer preferences and insights directly influence the evolution of the journey stages.
• Provide a clear point of view on the capacity and capability needed to deliver on journey-specific customer service activities to Team Leaders and the Resourcing Coordinator.
• Contribute to the development of training curriculum for the Onboarding, Training & Development team and actively participate in the delivery of training.
• Provide feedback and input for the development and promotion of Customer Service agents directly to agents and their Team Leaders, enabling their growth.
• Mapping customer journeys end-to-end using formal techniques and software.
• Presenting recommendations to senior stakeholders based on customer insight and operational data.
• Taking ownership of 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 a strong career trajectory in process mapping and process excellence in a Customer journey, Sales journey, or Marketing journey environment.
• Strong analytical, strategic, and customer-centric thinking.
• Proven experience improving service or product journeys in complex environments.
• Experience of creating process maps and driving improvements throughout a regionalised network.
• Ability to influence change through proficiency in journey/process mapping and cross-functional influence.
• Familiarity with Lean, Agile, and CX improvement frameworks.
• Experience with modern CX tools and platforms (e.g., Qualtrics, Medallia, Salesforce) is a plus.
• Analytical Skills: Strong capability in data analysis and employing statistical methods to derive actionable insights.
• Strategic Thinking: Experience in developing and executing improvement strategies that align with business goals.
• Proven track record in driving performance towards specific objectives.
• Customer-centric mindset: Deep understanding of customer needs and behaviours, with experience in using customer feedback to inform business strategies.
• Cross-functional Collaboration: Ability to work effectively across teams to enhance the overall customer experience.
• Experience across various industries/sectors, utilising innovative and technological solutions to improve customer journeys.
• Influence in a Matrix Structure: Proven ability to influence stakeholders within a matrix organisational structure.
• Commitment to continuous improvement and customer satisfaction.
• Ability to explore new trends in customer experience management and adopt industry best practices.
• Builds trust within the team, empowering members to take initiative and make decisions.
• Fosters an inclusive team environment where diverse ideas are valued.

This is an opportunity to shape how our client serves their customers and embed a journey-led culture. If you thrive on solving complex service problems and delivering measurable outcomes, we’d love to hear from you. Please email your CV to [emailprotected]