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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 and diverse ideas in enhancing customer experiences.
The predicted salary is between 40800 - 50400 £ per year.
Location: Warwickshire (Hybrid +2 days a week in the office plus travel)
Salary: £48-60,000 + 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.
- Proven track record in driving performance towards specific objectives.
- 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.
Process Excellence Manager employer: HPRtalent
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 analyse customer journeys effectively during interviews.
✨Tip Number 2
Showcase your experience with journey mapping tools like Miro or Lucidchart. Be prepared to discuss specific examples of how you've used these tools to enhance customer experiences in previous roles.
✨Tip Number 3
Highlight your collaborative skills by preparing examples of how you've worked cross-functionally in the past. This role requires strong teamwork, so demonstrating your ability to influence and work with various stakeholders will be crucial.
✨Tip Number 4
Stay updated on the latest trends in customer experience management. Being knowledgeable about current best practices will not only impress interviewers but also show your commitment to continuous improvement in customer journeys.
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. Discuss how your background aligns with the role's requirements, particularly your familiarity with CX tools and frameworks like Lean and Agile.
Showcase Your Analytical Skills: Provide concrete examples of how you've used data analysis to drive improvements in customer journeys. Mention any specific KPIs you have worked with, such as CSAT or NPS, and the impact of your initiatives.
Demonstrate Cross-Functional Collaboration: Highlight instances where you've successfully collaborated with different teams to enhance customer service. This could include working with digital teams or training departments to implement new processes or tools.
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. Be prepared to discuss how you would analyse and enhance customer experiences, and be ready to share examples from your past experiences that demonstrate your understanding of customer-centric processes.
✨Showcase Your Analytical Skills
Since this role requires strong analytical capabilities, come equipped with examples of how you've used data analysis to drive improvements in customer journeys. Highlight any specific KPIs you've worked with, such as CSAT or NPS, and how you leveraged them to enhance customer outcomes.
✨Demonstrate Cross-Functional Collaboration
This position involves working across various teams, so be ready to discuss your experience in collaborating with different stakeholders. Share instances where you successfully integrated feedback from multiple sources to improve service delivery or customer experience.
✨Familiarity with Tools and Frameworks
Familiarise yourself with tools like Miro, Lucidchart, or Qualtrics, as well as methodologies like Lean and Agile. Be prepared to discuss how you've used these tools in previous roles to map processes and implement improvements, showcasing your technical proficiency.
