Process Design and Improvement Lead

Reports to: Assistant Director - Future-Fit Transformation Programme

Job level: Level 3

Contract type: Fixed term contract of nine to twelve months, four to five days per week (flexible)

Location: City of London

Role Purpose: CISI is implementing a future-fit target operating model. The largest single category of work in the implementation plan is end-to-end process redesign: the sales lifecycle, account and case management, customer support, content and events lifecycles, data management and consent. Much of this must be designed before Dynamics go-live so that CISI configures a system around good processes rather than automating existing ones. This role provides the specialist process design capability CISI does not currently hold in-house. The postholder is a practitioner as well as a lead. They will facilitate design sessions, map current and target state, identify automation and AI opportunities that can be delivered without waiting for Dynamics, and hand over documented, owned processes to the teams that will run them.

Key accountabilities:

• Process design and redesign: Lead end-to-end process design across the priority work packages, using a consistent method such as SIPOC, and produce documented target processes with clear ownership, hand-offs, decision rights and controls. Establish and hold a single quality standard for process documentation across the programme, so that outputs are usable by operational teams rather than being design artefacts. Facilitate cross-functional design workshops with colleagues at all levels and across time zones, drawing out real practice rather than idealised description. Sequence process design ahead of Dynamics phases so that target processes are ready at go-live, avoiding redesign on legacy tooling.
• Automation and AI opportunity identification: Identify and prioritise automation and AI use cases across core processes, distinguishing between opportunities that can be delivered now and those dependent on Dynamics. Define where human judgement must remain in the process, and the controls and override routes that go with it. Support safe pilots of prioritised use cases and capture what is learned for wider application.
• Customer journey and service design: Bring service design and customer journey expertise to the Customer Experience workstream, including journey mapping, friction and drop-off analysis, and design of the interventions that address them. Support the Customer Journey Team to establish its framework, commissioning cycle and measurement approach.
• Measurement and handover: Define baselines and measures for redesigned processes so that improvement can be evidenced, working with the data and insight teams. Transfer process design capability to CISI colleagues through coaching, co-delivery and reusable tools, so the organisation can continue improvement work independently. Produce handover documentation of sufficient quality that a successor could pick up the work without loss of design intent.

Substantial hands-on experience of end-to-end process re-engineering in a service or customer-facing organisation, with evidence of measurable operational improvement delivered. Strong facilitation skills, with a track record of running design sessions that produce agreed, documented outcomes rather than discussion. Experience of designing target processes ahead of a CRM or ERP implementation, and of working alongside a system integrator to ensure the design is reflected in configuration. Practical experience of identifying and implementing automation, and current, working knowledge of where AI can and cannot be applied safely to operational processes. Customer journey or service design experience, including working with imperfect data and being able to proceed on a caveated baseline rather than waiting for perfect information. Ability to write clearly for operational audiences, producing documentation that teams will actually use. Microsoft Dynamics environments, or comparable CRM platforms. Membership, education, qualifications or professional body operations. Recognised process improvement credential, for example Lean Six Sigma, applied pragmatically. Experience of working with offshore or multi-site operational teams.

Core competencies:

• Prioritises the process work that will move conversion, cost or service, and can articulate the value case for a redesign in terms leadership recognises.
• Communication: Explains process design in plain language, and produces documentation that operational colleagues can follow without interpretation. Works across pillars and locations, brings sceptical colleagues into the design, and hands over ownership rather than retaining it.
• Resilience: Keeps design work moving where system decisions are unresolved, and revisits designs without frustration when dependencies shift.
• Problem Solving: Gets to the root of operational friction rather than documenting the symptom, and designs solutions that hold up in practice.