Process & Employee Experience Improvement Manager

4 days ago


Watford, United Kingdom Goodman Masson Full time

**Job description** Roles and responsibilities
- Engage with key customers (e.g. HoPOs) to agree a mandate of improvement activity which is driven by customer need and which will improve 'moments that matter' across the end-to-end Employee Experience
- Prioritise improvement opportunities and convert them into delivery plans, working closely with Process Improvement Champions and the Technology & Automation Manager
- Lead the delivery of selected priority cross-functional process improvements which enhance the Employee Experience 'moments that matter'
- Deliver at least £0.5m of annualised financial savings each year (cost saving or avoidance) by improving processes which reduce time and effort
- Act as a process and employee experience SME for key transformation projects, to a) provide quality assurance & challenge and b) run process design workshops
- Bring Lean Six Sigma expertise and customer-centric process skills to ensure processes are designed and improved with the customer in mind
- Support teams in customer-centric process design. For selected processes, this may include customer journey mapping and persona development
- Manage and enhance the Process and Lean learning curriculum so that KBS colleagues continue to have access to market-leading learning opportunities
- Custodian of the KBS Process Handbook, promoting this to drive consistency in process design and improvement standards across teams
- Plan and deliver Voice of Customer surveys to gather feedback on areas to focus to improve employee experience

Essential skills required
Education / professional qualifications
Graduate / Post Graduate

Prior Experience:
Grade: C
Base location: Watford
Technical skills:

- Advanced level of Lean / Six Sigma experience
- High proficiency in process design tools and techniques

Behavioural / team skills
- Customer service mindset
- Excellent influencing and stakeholder management skills
- Able to deliver initiatives to completion
- Strong time management skills to meet challenging timelines
- Pro-active and constructive attitude
- Able to run process workshops
- High attention to detail
- Strong written and verbal communication skills
- Ability to build and maintain relationships within team and other departments



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