Continuous Improvement & Process Excellence Manager

• Own the continuous improvement delivery portfolio, translating the operational excellence strategy into prioritised, measurable initiatives delivered through your team
• Manage and coach Continuous Improvement & Process Excellence resources, setting clear priorities, building capability, and ensuring high-quality delivery
• Lead and enable the discovery, design, and delivery of process improvement initiatives, working through your team to deliver measurable impact on customer experience, cost, and efficiency
• Facilitate end-to-end process reviews, mapping workflows, identifying friction points, and implementing practical, scalable solutions
• Act as a strategic filter and gatekeeper for central tasks that impact our retail colleagues — ensuring clarity, consistency, and quality in execution
• Work alongside the Quality Assurance Manager and the Training and Knowledge Base Manager teams to convert feedback into meaningful procedural change
• Champion automation opportunities, collaborating with Tech and Operations teams to streamline routine processes and free up value-added activity
• Define and track KPIs to measure success and promote data-led decision-making
• Foster a culture of continuous improvement, challenging assumptions and encouraging creative, customer-centric problem-solving
• Engage cross-functional stakeholders to break down silos, align on shared outcomes, and ensure smooth implementation of change
• Manage risks, dependencies, and communication plans to ensure initiatives land successfully across multiple teams
• Use customer feedback, service data, and behavioural insights to inform improvements to self-service journeys, colleague tools, and internal systems
• Support training and communication strategies to embed change, upskill teams, and drive long-term adoption
• Stay ahead of emerging technology and process trends — spotting new opportunities to innovate, optimise, and scale

• Proven experience delivering continuous improvement and transformation programmes in large, fast-paced, cross-functional environments
• Skilled in project management, process mapping, and leading end-to-end change across teams and technologies
• Strong commercial acumen — able to balance cost, customer value, and business efficiency
• A confident communicator with the ability to engage and influence stakeholders at all levels
• Comfortable managing ambiguity and leading change in evolving environments
• Highly organised and methodical — with excellent attention to detail and a clear sense of prioritisation
• Passionate about customer and colleague experience, and motivated by meaningful impact
• Proficient in data analysis, reporting, and turning insight into action
• Experienced in working across retail and digital channels is a bonus

Experienced in working across retail and digital channels

• Benefit from bonuses, incentives, retail discount vouchers and more
• Monthly pension contributions
• Enhanced maternity & paternity pay
• A long-service recognition programme and life milestone rewards
• A recognition scheme to earn and convert points to spend with over 700 retailers
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests
• Access to further training and development opportunities