Process Improvement Manager

Posted 14 February 2023
Salary £50000 - £60000 per annum + + Car/Allowance + 15% bonus + Benefits
Job type Permanent
Discipline Operations
Contact NameMarkJames Search

Job description

Our client, a global leader in digital automation and energy management, are currently hiring for a Process Improvement Manager to work as part of their Customer Experience Improvement team. This role will involve process improvement along the end-to-end customer experience and customer care to grow customer satisfaction and loyalty.


  • Act as the process lead and customer expereience advocate for customer surveys, alerts, performance management and improvement
  • Provide regular insights, analysis from customer surveys, identifying areas for improvement from customer surveys
  • Work with Business Unit to ensure effective and efficient improvements are identified and implemented to improve customer satisfaction
  • Provide knowledge and expertise on end-to-end customer journey for all key personas, such that these are known and understood by employees across the UK&I.
  • Develop & deploy Customer Journey Mapping to understand better the persona needs, developing improvement plans and actions to resolve identified issues and enhance the customer experience
  • Escalate issues or redirect complaints to appropriate functions or personnel to ensure they are managed effectively and efficiently
  • Act as point of contact to receive escalated/potential major customer issue.
  • Assess complaint severity and be the decision maker on severity and appropriate containment and corrective actions
  • Manage and Coordinate the lead of execution actions required for major customer complaints.
  • Appease customer dissatisfaction and deliver resolution in collaboration with key stakeholders
  • Report performance status of issue handling, ensure actions are implemented on any under-performance, work with Business Unite to improve performance where required
  • Ensure warm loop and cold loop improvements are identified and implemented to resolve and prevent reoccurring customer issues.
  • Provides superior customer service and maintains high customer satisfaction ratings


  • Strong process/continuous improvement project management experience
  • Works to a high standard with a sense of urgency, as and when required
  • Self-motivated, results orientated and able to work on own initiative as well as part of a team
  • Ability to communicate at all levels within the organisation
  • Ability to influence internal and external stakeholders.
  • Issue resolution track record

This is a full-time position, Monday to Friday.

This is a remote/home based position with some travel to Shrophire regional office as required.

Please apply online for consideration.