We're looking for an experienced Lean Manager to lead continuous improvement initiatives that simplify processes, enhance customer experiences, and drive operational excellence across the business.

This is a highly visible role that sits at the heart of our Customer Experience transformation agenda. Working across Customer Experience, Sales, Operations, Key Accounts and Finance, you'll identify opportunities to remove waste, improve efficiency, reduce customer effort, and embed a culture of continuous improvement.

You'll combine Lean methodologies, process optimisation and emerging AI-enabled solutions to deliver measurable improvements that create lasting value for both our customers and our business.

What We're Looking For

• Proven experience delivering Lean or Continuous Improvement programmes within a service, customer experience or operational environment.
• Strong understanding of Lean principles, Continuous Improvement methodologies and structured problem-solving techniques.
• Experience mapping processes, facilitating workshops and driving sustainable change across multiple departments.
• Ability to influence and coach stakeholders at all levels, including senior leadership teams.
• Track record of delivering measurable customer, operational or financial improvements.
• Knowledge of customer experience metrics such as NPS, Customer Effort Score and First Contact Resolution.
• Experience identifying and implementing automation or AI-led process improvements.
• Lean Six Sigma Green Belt, Lean Practitioner certification or equivalent experience would be advantageous.

Requirements

• Lead, coach and develop a team of Continuous Improvement, Business Analysis and AI specialists.
• Drive cross-functional improvement initiatives across Customer Experience, Sales, Operations, Service, Key Accounts and Finance.
• Facilitate workshops, Kaizen events and structured problem-solving sessions to identify improvement opportunities.
• Review end-to-end customer and operational processes, identifying waste, delays, duplication, data errors and failure demand.
• Design and implement future-state processes, operating standards, process maps and RACI frameworks.
• Embed Lean Daily Management, visual management and continuous improvement disciplines across teams.
• Coach managers and colleagues in Lean thinking, root-cause analysis, standard work and corrective actions.
• Develop quality assurance and audit frameworks to ensure process improvements remain effective and sustainable.
• Track and report improvement benefits, ensuring ownership is successfully embedded within operational teams.
• Support the adoption of AI-enabled tools and automation opportunities that improve efficiency and scalability.
• Partner with senior stakeholders to translate strategic objectives into practical, measurable changes.
• Lead initiatives focused on improving customer satisfaction, First Contact Resolution, process reliability, retention and operational performance.

Benefits

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme