Continuous Improvement Director

3 weeks ago

London, Greater London, United Kingdom Currys plc Full time

Job Title: Continuous Improvement Executive

Location: London (Hybrid Working)

Job Type: Permanent, Full Time

Grade: 3

We're iD Mobile, a leading mobile virtual network operator in the UK. Our success is driven by our innovative plans and wide range of feature-packed options. We're committed to delivering exceptional customer experiences and are seeking a skilled Continuous Improvement Executive to join our team.

Key Responsibilities:

  • Analyse contact data to identify pain points and areas for improvement, and develop solutions to enhance customer experience and operational efficiency.
  • Collaborate with the Customer Experience team to prioritise focus areas and implement process improvements.
  • Lead the identification of business and customer opportunities across customer contact channels, aligning with our strategy and key metrics.
  • Work with internal teams and external partners to propose and deliver new processes and policies, ensuring regulatory compliance.
  • Review end-to-end complaint management and develop strategies to improve first contact resolution while maintaining compliance.
  • Establish KPIs to measure the effectiveness of changes and track progress.
  • Journey map 'as-is' and 'to-be' processes to drive continuous improvement.

Required Skills & Experience:

  • Multi-channel contact centre experience, including digital channels.
  • A proven track record of driving impactful change with measurable outcomes.
  • Experience in identifying areas for improvement and deploying solutions.
  • Strong planning and organisational skills, with attention to detail and the ability to evaluate and prioritise potential improvements.
  • Data-driven decision-making and sound business judgement, with strong analytical thinking.
  • Excellent written and oral communication skills, with the ability to effectively communicate with technical and non-technical audiences.
  • Ability to think innovatively and drive continuous improvement.

We offer a range of benefits, including a competitive pension scheme, access to a discretionary company bonus scheme, life assurance, and staff discounts. We're committed to supporting our employees' growth and development, and we're excited to welcome a skilled Continuous Improvement Executive to our team.

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