Continuous Improvement Lead

6 months ago

London, United Kingdom Currys Full time

**Continuous Improvement Lead**:
**London (Hybrid Working)**
Permanent
Full Time

Grade 3

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.6 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

First contact resolution, customer NPS, and cost-to-serve are key metrics within the team, and you’re responsible for identifying pain points within our contact channels, proposing solutions to our Customer Experience team, and improving contact centre and business processes. You’ll understand the needs of our customers and identify opportunities to improve their experience through pain point fixes, and you’ll also look to understand the needs of our support advisors and identify ways to improve first contact resolution and operational efficiencies through improved processes and policies.

**Key Responsibilities**:

- Analyse contact data and surface pain points and broken processes. Diagnose areas of optimisation and demonstrate hypothesis driven problem-solving abilities.
- Support Customer Contact Transformation Manager to prioritise focus areas that require documentation updates.
- Direct responsibility for identifying business/customer opportunities across customer contact channels that support our strategy and key metrics.
- Working with internal teams and external vendor partners on proposing and delivering new processes and policies
- Understand regulatory requirements to ensure any new changes are compliant.
- Review end to end complaint management and identify opportunities to improve first contact resolution whilst enduring we are compliant.
- Set KPI’s to measure effectiveness of the changes.
- Journey mapping ‘as-is’ and ‘to-be’

**Required Skills & Experience**:

- Multi-channel contact centre including digital experience is preferred
- A track record of making impactful tactical or strategic change with demonstratable outcomes
- Experienced track record in identifying areas for improvement and solution deployment
- Strong planning and organisational skills; attention to detail. Evaluating and prioritizing potential improvements based on gains and required effort
- Data-driven decision mentality and sound business judgement through strong analytical thinking
- Excellent written and oral communication skills; able to effectively communicate with technical and non-technical audiences
- Ability to think innovatively
- Mobile telco experience preferred but not essential

We’re one team and we celebrate all of the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits including:

- Competitive pension scheme
- Access to discretionary company bonus scheme
- Life Assurance
- Staff discounts and offers
- Hybrid working

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.

**#LI-Hybrid

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