Programme Director: Process & Service Design

Programme Director: Process & Service Design Leader

London

£100,000 plus benefits & bonus

Ref: KRS201753

Reporting to the Director Operational Change, you will primarily focus on optimising and enhancing processes and services to ensure efficiency, whilst building a world class operating Company. The incumbent will be responsible for overseeing and improving the organisation's internal processes and customer-facing services to drive operational excellence, enhance customer satisfaction, and achieve business objectives.

Process Design & Improvement

• Analyse existing processes and identify areas for improvement.
• Develop and implement process redesign initiatives to streamline operations, reduce costs, and enhance efficiency
• Establish process metrics and KPIs to monitor performance using Process Intelligence tooling ensuring all new capability aligns to use of this standard
• Design in digital collaboration to our core ways of working
• Ensure procedural level detail is delivered as standard Service Design
• Collaborate with cross-functional teams to design and enhance customer services.
• Create and maintain a customer-centric approach to service design and delivery

Strategic Planning

• Develop a strategic vision for process and service improvements aligned with the organisation's goals and underpinning the change and release management
• Work with senior management to integrate process and service design into the overall business strategy
• Be the business interface into the IT Business Analysts to assure fit for purpose solutions

Data Analysis & Insight

• Working with the data and reporting team to utilise data and analytics to make informed decisions and identify opportunities for improvement
• Implement data-driven approaches to optimise processes and services

Quality Assurance

• Establish quality control measures to ensure that processes and services meet established standards
• Implement quality assurance protocols as specified
• Support change management with strategies to ensure successful adoption of new processes and services
• Engage with stakeholders and communicate changes effectively

Selection criteria

Proficiency in data analysis and visualisation tools

Familiarity with process improvement methodologies such as Six Sigma, Lean, or Agile is a plus

Strong experience in leading cross-functional teams

Excellent analytical and problem-solving abilities

Strong communication and interpersonal skills

Knowledge of relevant industry best practices

Leadership and team management skills

Proven experience in process improvement, service design, or related roles; preferably BPMN2

Bachelor's or Master's degree in Business, Management, or a related field

Interested in being considered?

Apply without delay to Investigo to register your interest.