Continuous Improvement Director

4 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 commitment to customer satisfaction. As a Continuous Improvement Executive, you'll play a crucial role in enhancing our contact centre and business processes.

Key Responsibilities:

  • Analyse contact data to identify pain points and areas for improvement.
  • Collaborate with the Customer Experience team to propose solutions and implement changes.
  • Develop and implement process improvements to enhance customer experience and operational efficiency.
  • Work with internal teams and external partners to design and deliver new processes and policies.
  • Ensure compliance with regulatory requirements.
  • Review and improve end-to-end complaint management processes.
  • Establish KPIs to measure the effectiveness of changes.
  • Journey map 'as-is' and 'to-be' processes.

Required Skills & Experience:

  • Multi-channel contact centre experience, including digital channels.
  • A track record of making impactful changes with measurable outcomes.
  • Experience in identifying areas for improvement and implementing solutions.
  • Strong planning and organisational skills, with attention to detail.
  • Data-driven decision-making and analytical thinking.
  • Excellent written and oral communication skills.
  • Ability to think innovatively.
  • Mobile telco experience is preferred but not essential.

We offer a range of benefits, including a competitive pension scheme, access to a discretionary bonus scheme, life assurance, and staff discounts. We're committed to supporting your career growth and providing a positive work environment.

Join our team and be part of our journey to deliver exceptional customer experiences.

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