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Business Process Improvement Specialist

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Yokoy

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Location:
United Kingdom, Birmingham

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Business Process Improvement Specialist to join our Customer Care Operational Excellence team. In this role, you will be responsible for analysing, optimising, and redesigning key customer care workflows to enhance efficiency, agent experience, and overall service quality. You will work cross-functionally on high impact projects, using data-driven insights and your process expertise to build scalable solutions that support a world-class customer experience. This is a highly impactful position for someone who is passionate about operational excellence, continuous improvement, and bringing structure to complex processes in a fast-growing environment.

Job Responsibility:

  • Conduct detailed assessments of current customer care processes to identify gaps, inefficiencies, and improvement opportunities
  • Use data insights and operational metrics to inform recommendations and track improvements
  • Map, document, and redesign processes alongside stakeholders across Customer Care, Operations, VMO, Tooling, and other teams
  • Run short-term tests, pilots, and experiments to validate new ways of working before full rollout
  • Diagnose workflow bottlenecks and develop solutions to improve speed, accuracy, and consistency
  • Support the introduction of automation, smarter routing, and operational tooling enhancements
  • Monitor and analyse KPIs to assess the performance and impact of implemented changes
  • Research and evaluate new technologies and industry solutions that could improve Customer Care productivity
  • Partner with Product, Tooling, and Engineering teams to trial new tools and support their implementation
  • Create and maintain documentation for new tools, processes, and system changes for frontline teams
  • Stay up to date with industry best practices, benchmarking insights, and evolving customer service trends
  • Contribute to wider Operational Excellence initiatives to drive overall efficiency and scalability
  • Collect and interpret feedback from agents and leaders to shape ongoing improvement cycles
  • Build strong relationships across Customer Care, Product, Operations, and other key departments
  • Communicate process changes clearly, ensuring alignment and adoption across teams
  • Facilitate discussions, workshops, and feedback sessions to foster collaboration and transparency

Requirements:

  • Experience in process improvement, operations, customer care, or a related field
  • Strong analytical skills with the ability to interpret data and propose clear recommendations
  • Excellent communication and stakeholder management skills
  • Comfortable operating in a fast-paced, high-growth environment with evolving priorities
What we offer:
  • Receive competitive compensation and equity ownership in Perk
  • Rest and recharge with 25 days of annual leave plus bank holidays
  • Take control of your physical health with private medical cover and voluntary dental insurance from Bupa, and discounted gym memberships with GymFlex
  • Plan for your future with our qualifying earnings company pension plan with Aviva
  • Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
  • Rest assured that you’re covered by income protection in case you experience a long-term sickness or absence
  • Leverage tax-efficient cycle and electric car schemes with Cycle2Work & Octopus
  • Join our unforgettable Perk events, including our spectacular annual summer party
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
  • Focus on your family with 12-16 weeks’ paid parental leave
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year
  • Stay savvy with access to a wide variety of discounts and rewards
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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