Continuous Improvement Manager (Remote)

Are you passionate about driving meaningful change and delivering exceptional customer experiences? We’re looking for a Continuous Improvement Manager to join our dynamic team, with a laser focus on improving processes, performance, and customer outcomes in our Contact Centre and broader CX environment.

This is a REMOTE role, however, you must be in the UK now with a valid working visa.

This is a high-impact role where you’ll partner with operational leaders, front-line teams, and cross-functional stakeholders to identify, design, and implement improvements that enhance efficiency, reduce customer effort, and boost satisfaction.

Key Responsibilities

• Lead and manage continuous improvement initiatives across the Contact Centre and CX functions using Lean, Six Sigma, and other methodologies.
• Analyse performance data and customer feedback to identify improvement opportunities and root causes of inefficiencies or dissatisfaction.
• Facilitate workshops and Kaizen events to drive engagement and ideation from front-line teams.
• Design and implement end-to-end process enhancements that improve key metrics such as NPS, FCR, AHT, and CSAT.
• Collaborate closely with CX, QA, Training, and Technology teams to ensure changes are customer-centric, scalable, and sustainable.
• Develop and monitor KPIs to measure the effectiveness and ROI of improvement initiatives.
• Act as a change agent and foster a culture of continuous improvement within the Contact Centre environment.
• Provide coaching and guidance to team leaders and managers on process improvement best practices.

Key Skills and Experience:

• Proven experience in a Continuous Improvement, Business Change, or Operational Excellence role within a Contact Centre or Customer Operations environment.
• Strong track record of delivering measurable process improvements and cost-to-serve reductions.
• Skilled in collaborative stakeholder engagement, with the ability to influence across departments.
• Proficiency in data analysis to identify trends, root causes, and improvement opportunities.
• Experience working with and optimising contact centre technologies (CRM, telephony, knowledge management, workforce management tools).
• Strong project management and status reporting skills.

• Excellent analytical and problem-solving skills; able to interpret data and customer insights to drive decisions.
• Confident facilitator with experience leading workshops and managing cross-functional projects.
• Passion for customer experience, operational efficiency, and employee engagement.
• Strong communication and influencing skills – able to work across all levels of the organisation.