About this role

An exciting opportunity to influence and evolve our customer service strategy and drive operational excellence.
Be accountable for our processes, policies and strategic roadmap delivering measurable KPI and experience improvements.
Lead a team of process and policy specialists to deliver the pipeline of operational improvements.
Work closely with Sales, AM’s, P&T, WFM and CS leadership teams to identify priorities.
Engage with global cross functional leadership teams to provide regular updates.

CS experience is vital. Ideally within a tech based company.
Proven ability to identify process improvement opportunities and fix them.
People leader who is a champion of development and engagement.
Analytical with experience using data to drive decision making.
Able to take a lead and develop projects that cut across multiple departments.
Will be able to command respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
Must be able to blend strategy with pragmatism and flex according to situation and priorities.
A base knowledge of business improvement and CI tools, techniques and approaches to coach and mentor a team.

Process and Policy Manager

Key skills