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- Tasks: Lead the design and improvement of customer-focused processes and services.
- Company: Join CityFibre, the UK's largest fibre-only network, transforming digital infrastructure.
- Benefits: Enjoy a competitive salary, car allowance, performance bonus, and 25 days annual leave.
- Why this job: Make a real impact on internet connections and enhance daily life for communities.
- Qualifications: Experience in service design, process improvement, and leadership in cross-functional teams required.
- Other info: Hybrid role with a commitment to diversity, inclusion, and employee wellbeing.
The predicted salary is between 43200 - 72000 £ per year.
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week. As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be. Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally. What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!
Joining us as the Head of Process & Service Design, this role is key to shaping and delivering efficient, customer-focused processes and services that support CityFibre’s ambition to become a world-class operating company. You’ll lead the design and continuous improvement of internal operations and customer experiences, ensuring they are strategically aligned, data-informed, and built for long-term success. You’ll receive a competitive salary, a car allowance, a performance-related bonus, and a range of benefits to support you across your financial, physical, and mental wellbeing.
This is some of what you can expect to be doing:
- Service-Led Process Optimisation: Experience in leading end-to-end process improvement initiatives with a focus on enhancing service delivery, to streamline operations, improve customer experience, and drive sustainable efficiency.
- Customer-Centric Service Design: Collaborate cross-functionally to design and enhance services that exceed customer expectations and align with strategic business goals.
- Strategic Change Leadership: Develop and implement a vision for process and service transformation, integrating with change and release management frameworks.
- Performance & Quality Assurance: Define KPIs, implement process intelligence tools, and establish quality control standards to ensure continuous improvement and service excellence.
What you’ll bring to the role: We’re looking for an experienced professional with a strong background in service design and process, capable of leading cross-functional initiatives that drive operational improvement and customer-focused outcomes. The details listed below are desirable, provided there is demonstrable experience in delivering impactful work in similar roles. You’ll also have:
- Proven Leadership in Service Design & Process: Demonstrated success in leading cross-functional teams and delivering measurable improvements in operational performance.
- Working knowledge of Process Methodologies: Desirably knowledge of BPMN2, Lean, Six Sigma, or Agile frameworks for process and service optimisation.
- Strategic Thinking & Business Alignment: Ability to align process and service design initiatives with organisational goals and transformation strategies.
- Advanced Communication & Stakeholder Engagement: Excellent interpersonal skills to influence, collaborate, and communicate effectively across all levels of the organisation.
Diversity, Inclusion & Belonging: We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre.
If you’d like to explore our culture and values, check out The CityFibre Way.
What you can expect from us: We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of your choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family-friendly and menopause policies.
Head of Process and Service Design - 12 month FTC employer: CityFibre
Contact Detail:
CityFibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Process and Service Design - 12 month FTC
✨Tip Number 1
Familiarise yourself with the latest trends in service design and process optimisation. Understanding current methodologies like Lean, Six Sigma, or Agile can give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the industry, especially those who have experience in similar roles. Engaging with them on platforms like LinkedIn can provide insights into the company culture and expectations.
✨Tip Number 3
Prepare to discuss specific examples of how you've led cross-functional teams to achieve measurable improvements. Highlighting your leadership skills and successful projects will resonate well with the hiring team.
✨Tip Number 4
Research CityFibre’s values and commitment to diversity and inclusion. Being able to articulate how your personal values align with theirs can set you apart as a candidate who truly fits their culture.
We think you need these skills to ace Head of Process and Service Design - 12 month FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service design and process improvement. Use specific examples that demonstrate your leadership skills and successful projects, particularly those that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and operational efficiency. Clearly articulate how your background aligns with CityFibre's goals and how you can contribute to their vision of becoming a world-class operating company.
Highlight Relevant Skills: Emphasise your knowledge of process methodologies such as BPMN2, Lean, Six Sigma, or Agile. Provide examples of how you've applied these frameworks in previous roles to achieve measurable improvements.
Showcase Communication Abilities: Demonstrate your advanced communication and stakeholder engagement skills. Include instances where you've successfully influenced cross-functional teams or collaborated with various levels of an organisation to drive change.
How to prepare for a job interview at CityFibre
✨Showcase Your Leadership Experience
As the Head of Process and Service Design, you'll need to demonstrate your proven leadership skills. Prepare examples of how you've successfully led cross-functional teams and delivered measurable improvements in operational performance.
✨Understand Process Methodologies
Familiarise yourself with key process methodologies such as BPMN2, Lean, Six Sigma, or Agile. Be ready to discuss how you've applied these frameworks in previous roles to optimise processes and enhance service delivery.
✨Align with Company Goals
Research CityFibre's strategic goals and think about how your experience aligns with their vision for process and service transformation. Be prepared to articulate how you can contribute to their ambition of becoming a world-class operating company.
✨Demonstrate Excellent Communication Skills
Given the importance of stakeholder engagement in this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've influenced and collaborated with various stakeholders in past projects.
