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- Tasks: Lead the improvement of customer journeys and enhance experiences through data analysis.
- Company: Join a forward-thinking company focused on optimising customer interactions and operational efficiency.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for career growth.
- Why this job: Make a real impact on customer satisfaction and loyalty while collaborating across teams.
- Qualifications: Degree educated with experience in process mapping and customer journey improvements.
- Other info: Be part of a culture that values innovation, inclusivity, and continuous improvement.
The predicted salary is between 42000 - 58000 £ per year.
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.
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 behaviour 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.
- 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.
- 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, Marketing journey environment.
- Strong analytical, strategic, and customer-centric thinking.
- Proven experience improving service or product journeys in complex environments.
- Experience of creating the process map then 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.
- Strong capability in data analysis and employing statistical methods to derive actionable insights.
- Experience in developing and executing improvement strategies that align with business goals.
- Deep understanding of customer needs and behaviours, with experience in using customer feedback to inform business strategies.
- Ability to work effectively across teams to integrate and synchronise efforts enhancing the overall customer experience.
- Demonstrates significant experience across various industries/sectors, utilising innovative and technological solutions to improve customer journeys.
- Proven ability to influence stakeholders, ideally within a matrix organisational structure.
- Demonstrates a strong commitment to the business and customer satisfaction by continuously seeking innovative ways to improve the customer journey.
- Ensures that all initiatives and team actions uphold the company’s values and contribute positively to customer experience.
- Explores new trends in customer experience management and adopts best practices to keep ahead of industry standards.
- Builds and maintains trust within the team, empowering members to take initiative and make decisions that align with customer expectations.
- Fosters an inclusive team environment where diverse ideas are valued, contributing to comprehensive and effective 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 chalotte.mcfadzen@hprtalent.com
Contact Detail:
HPRtalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Process Excellence Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) mentioned in the job description, such as CSAT and NPS. Understanding these metrics will help you demonstrate your ability to enhance customer outcomes during interviews.
✨Tip Number 2
Showcase your experience with journey mapping tools like Miro or Lucidchart. Being able to discuss specific examples of how you've used these tools to improve customer journeys will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've used data to drive improvements in customer experiences. Be ready to share specific instances where your insights led to measurable outcomes.
✨Tip Number 4
Highlight your cross-functional collaboration experience. Be prepared to give examples of how you've worked with different teams to implement changes based on customer feedback, as this is crucial for the role.
We think you need these skills to ace Process Excellence Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in process mapping and customer journey improvement. Use specific examples that demonstrate your analytical skills and strategic thinking, particularly in complex environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences. Mention how your background aligns with the role's requirements, such as your familiarity with Lean and Agile frameworks, and your ability to influence change across teams.
Showcase Relevant Tools and Techniques: Mention any experience you have with tools like Miro, Lucidchart, or Qualtrics in your application. Highlight how you've used these tools to map customer journeys and drive improvements, as this is crucial for the role.
Demonstrate Customer-Centric Mindset: Provide examples of how you've used customer feedback to inform business strategies. This could include specific KPIs you've worked with, such as CSAT or NPS, and how you've leveraged them to enhance customer outcomes.
How to prepare for a job interview at HPRtalent
✨Understand the Customer Journey
Make sure you have a solid grasp of what the customer journey entails. Familiarise yourself with key metrics like CSAT, NPS, and FCR, and be prepared to discuss how you've used these in past roles to enhance customer experiences.
✨Showcase Your Analytical Skills
Be ready to demonstrate your analytical capabilities. Prepare examples of how you've used data analysis to drive improvements in customer journeys, and be specific about the tools and methodologies you employed.
✨Highlight Cross-Functional Collaboration
This role requires working across various teams. Share experiences where you've successfully collaborated with different departments to achieve a common goal, especially in enhancing customer service or operational efficiency.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview. Practice structured problem-solving techniques and be ready to explain how you would approach specific challenges related to customer journey optimisation.
