Operational Excellence Lead (Customer Services)
$52,000–$60,000 year
HybridChandler's Ford, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Define and lead the Customer Service Operational Excellence strategy across B&Q, developing a multi-year roadmap focused on contact reduction, process simplification, and operational efficiency. Champion root cause-led approaches to remove failure demand while establishing clear KPI frameworks and governance standards to track customer outcomes and value realisation. Lead the Operational Excellence team, coach staff in agile ways of working, and drive cross-functional improvements with Technology, Digital, and Retail Operations to optimise end-to-end customer journeys. Identify automation and AI opportunities to improve business outcomes, manage offshore partner initiatives, and support departmental financial targets through sustainable cost reduction and effective prioritisation.
Required Qualifications
- Experience leading operational excellence, transformation or continuous improvement functions within customer service, contact centre or omnichannel environments
- Proven track record of delivering large-scale change, service improvement, contact reduction and measurable operational efficiency programmes
- Strong understanding of process optimisation, automation, AI-enabled service transformation and agile delivery methodologies
- Experience using customer insight, operational data and performance metrics to identify, prioritise and deliver improvement opportunities
- Experience defining KPI frameworks, benefits realisation methods, governance models and performance management approaches
- Strong analytical and problem-solving capability, with the ability to translate data into actionable insight and strategic recommendations
- Advanced stakeholder management, influencing, communication, presentation and facilitation skills
- Strong commercial acumen, including experience developing business cases and delivering measurable financial benefits
- Ability to lead, coach and develop high-performing teams and build continuous improvement capability
- Experience working with offshore BPO partners, third-party service providers and cross-functional teams to balance customer, operational and commercial outcomes
- Right to work in the UK at the time of application and throughout their employment
Desired Qualifications
- Lean Six Sigma Green Belt or Black Belt
- Project or Programme Management qualification (Prince2, MSP, Agile or equivalent)
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