Process Excellence Manager

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

Job summary

A leading company in the UK is seeking a Process Excellence Manager to enhance the customer journey through strategic analysis and optimization. The role involves collaborating across functions to improve service efficiency and implement customer feedback into business strategies. This position offers a hybrid working model and opportunities for career growth, making it ideal for driven individuals passionate about customer experience.

Qualifications

• Experience in process mapping and excellence in customer journeys.
• Strong analytical and strategic skills.
• Familiarity with Lean, Agile, and CX frameworks.

Responsibilities

• Owning and optimizing the customer journey using insights and data.
• Utilizing KPIs to identify pain points and improve outcomes.
• Collaborating with stakeholders for integrated service experiences.

Skills

Analytical thinking

Customer-centric mindset

Cross-functional collaboration

Education

Degree educated

Tools

Qualtrics

Miro

Lucidchart

Job description

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Process Excellence Manager, Warrington, Cheshire

Client:

HPRtalent

Location:

Warrington, Cheshire

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 growth opportunities

We are seeking a highly capable and strategic Process Excellence Manager to lead improvements across all stages of our client’s customer journey.

This 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 champion continuous improvement initiatives. Your efforts will directly impact CSAT, NPS, and customer loyalty.

The role includes:

• Owning and optimizing the end-to-end customer journey using mapping, insights, and performance data.
• Utilizing KPIs like CSAT, NPS, FCR, AHT to identify pain points and improve outcomes.
• Working with stakeholders to deliver integrated 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 such as Miro, Lucidchart, or Qualtrics for journey mapping and insights communication.
• Developing targeted plans to address specific customer pain points.
• Monitoring performance and gathering feedback to inform strategic decisions.
• Coordinating with other Process Excellence Managers and teams for a seamless customer experience.
• Advocating for customer-centric changes based on insights.
• Leading the 'measure → map → improve' cycle for your journey stage.
• Partnering with digital teams to implement scalable self-serve and assisted-service solutions.

The person we seek:

• Degree educated with experience in process mapping and excellence in customer, sales, or marketing journeys.
• Strong analytical, strategic, and customer-focused thinking.
• Proven experience in improving service or product journeys in complex environments.
• Experience creating process maps and driving improvements across regional networks.
• Ability to influence change through proficiency in journey/process mapping and cross-functional collaboration.
• Familiarity with 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 with experience using feedback to inform strategies.
• Ability to work effectively across teams and influence stakeholders in a matrix structure.
• Innovative mindset to improve customer journeys and keep ahead of industry trends.
• Ability to build trust and foster an inclusive 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 results, please email your CV to [emailprotected].