Process Improvement Executive - FTC

OVERVIEW:

WHAT YOU'LL BE DOING:

• Design, document, and maintain customer support processes, ensuring updates are delivered to a high standard of quality, accuracy, are clearly documented and are accessible through the CS Process Blueprint 

• Lead and facilitate allocated PI projects and serve as a subject matter expert on wider business led projects, demonstrating the ability to work independently and with minimal supervision 

• Independently scope, test and implement new or updated processes, taking accountability for identifying output measures and measuring success against targeted KPIs (CSAT, QA, AHT, FCR) 

• Conduct data-driven deep dives into dashboards, reports, and QA audits to identify and deliver opportunities for efficiency, consistency and quality improvement 

• Collaborate regularly with CS teams through huddles, feedback sessions, and agent insight workshops to consistently capture and act on process challenges 

• Act as a process SME, building trust and being recognised as a supportive and approachable resource across CS and the wider business 

• Partner closely with QA and Training teams, ensuring adherence to the interlock process, consistently embedding process changes with supporting training content and ensuring alignment within QA audits and macros 

• Provide transparent and well-documented updates on PI projects, adhering to the interlock process, delivering consistent, high-quality communications that add value, informs stakeholders and sets clear expectations for input and delivery 

• Apply structured methodology to all PI projects, taking accountability for tracking outcomes and ensuring measurable improvements in cost, efficiency, and customer experience are consistently considered 

• Ensure all process improvement initiatives clearly define expected value and outcomes, with follow-up actions consistently documented to track, measure and validate success 

• Build, maintain and manage trusted stakeholder relationships across CS and the wider business, fostering alignment, influencing decision-making, and driving consistent process improvements while effectively managing expectations 

• Maintain strong, up-to-date knowledge of chatbots, workflows, and AI tools (inc. Co-Pilot) to independently troubleshoot and resolve issues, minimising customer impact and ensuring quality of service 

• Take accountability for personal growth, independently developing skills and knowledge to strengthen the quality and impact of PI project delivery 

WHAT YOU'LL NEED:

Essential Criteria:

• Proven experience in process improvement, process design and documentation 

• Strong analytical skills with the ability to use data and QA insights to drive improvements and decision making 

• Confident leading and facilitating projects independently and acting as a subject matter expert in CS processes 

• Excellent stakeholder management and communication skills, with the ability to build trust and influence stakeholders of all levels 

• Knowledge of Customer Support metrics (CSAT, QA, AHT, FCR) and process methodologies. 

Desirable 

• Familiarity with chatbots, workflows, and AI tools (e.g., Co-Pilot). 

• Experience in change management, Six Sigma or similar project management methodologies. 

CLOSING DATE: Friday 3rd April 2026