Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 working in a collaborative environment.
- Qualifications: Degree educated with experience in process mapping and customer journey improvements.
- Other info: Be part of a team that values innovation and fosters an inclusive culture.
The predicted salary is between 48000 - 62000 £ per year.
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.
- 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.
- 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.
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 enhance customer experiences during interviews.
✨Tip Number 2
Showcase your experience with process mapping tools like Miro or Lucidchart. Be prepared to discuss specific examples of how you've used these tools to improve customer journeys 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 during interviews 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 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, to illustrate your impact on customer satisfaction.
Highlight Cross-Functional Collaboration: Emphasise your ability to work across teams to enhance customer experiences. Share instances where you've successfully influenced stakeholders in a matrix structure, showcasing your collaborative approach to problem-solving.
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 ready to discuss how you've used these in past roles to enhance customer experiences.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical capabilities. Bring examples of how you've used data analysis to drive improvements in customer journeys, and be ready to discuss specific tools you've used, such as Qualtrics or Salesforce.
✨Highlight Cross-Functional Collaboration
Be prepared to talk about your experience working across different teams. Share examples of how you've collaborated with stakeholders to implement changes that improve customer experiences, showcasing your ability to influence in a matrix structure.
✨Emphasise Continuous Improvement
Discuss your commitment to continuous improvement. Share specific instances where you've identified pain points in customer journeys and implemented targeted plans to address them, demonstrating your proactive approach to enhancing customer satisfaction.
