Process Excellence Manager

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

Job summary

A leading company is seeking a Process Excellence Manager to enhance customer experiences and drive operational efficiency. This role involves collaborating across functions, utilizing data to improve customer journeys, and advocating for continuous improvement. Candidates should have a strong analytical background and experience in process mapping.

Qualifications

• Educated with a strong career in process mapping and excellence.
• Experience in improving service journeys in complex environments.
• Familiarity with Lean and Agile frameworks is a plus.

Responsibilities

• Own and optimise the customer journey using data.
• Integrate customer feedback into service design.
• Map customer journeys and present recommendations to stakeholders.

Skills

Analytical skills

Process mapping

Customer-centric thinking

Cross-functional collaboration

Strategic thinking

Education

Degree education

Tools

Qualtrics

Salesforce

Job description

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.
• Map customer journeys end-to-end using formal techniques and software.
• Present recommendations to senior stakeholders based on customer insight and operational data.
• Take ownership of the 'measure → map → improve' cycle for your journey stage.
• Partner 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 creating process maps and driving improvements throughout a regional 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 insights.
• Strategic thinking: Developing and executing improvement strategies aligned with business goals.
• Customer-centric mindset: Deep understanding of customer needs and behaviors, using feedback to inform strategies.
• Cross-functional collaboration: Effectively working across teams to enhance customer experience.
• Experience across industries/sectors using innovative solutions to improve customer journeys.
• Ability to influence stakeholders in a matrix structure.
• Commitment to continuous improvement and customer satisfaction, adopting industry best practices.
• Builds trust within the team, empowering members to take initiative.
• Fosters an inclusive environment where diverse ideas contribute to solutions.

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]