We are looking for a CX Customer Excellence & Continuous Improvement Specialist to continuously improve how our Customer Service and Service Experience organisation delivers service to customers, suppliers, and dealers.

 

In this enabling role, you will combine continuous improvement, end-to-end process management, quality management, customer feedback analysis, and special projects. You will identify structural opportunities, translate insights into practical improvements, and help embed better ways of working across the organisation.

 

Working closely with CX Team Leaders, management, and relevant business functions, you will maintain an independent view of process performance, service quality, and the customer experience. This role does not have direct operational or people-management responsibility. Its purpose is to enable the operation to perform better rather than manage the day-to-day operation.

 

Continuous improvement

• Identify opportunities to improve customer experience, operational effectiveness, and process efficiency.
• Analyse recurring issues and conduct structured root-cause analysis.
• Translate data, operational observations, and employee and customer feedback into improvement opportunities.
• Lead or facilitate continuous improvement initiatives from initial identification through implementation.
• Ensure successful improvements are documented and embedded into standard ways of working.

 

End-to-end process management

• Analyse and improve Customer Service processes across the end-to-end customer journey.
• Identify bottlenecks, unnecessary complexity, rework, handover issues, and process failure points.
• Facilitate process-mapping and improvement workshops with relevant stakeholders.
• Support the definition and documentation of standard processes and ways of working.
• Ensure process improvements consider customer experience as well as operational and commercial impact.

 

Quality monitoring & management

• Develop, maintain, and continuously improve the Customer Service quality-monitoring approach.
• Define and maintain quality criteria and measurement frameworks.
• Analyse quality results and identify recurring themes and underlying causes.
• Conduct quality reviews and support calibration activities with CX Team Leaders.
• Provide CX Team Leaders with insights that can support coaching and performance improvement.

 

Customer feedback & service insights

• Analyse NPS, CSAT, complaints, contact reasons, and other Voice of Customer data.
• Identify recurring customer pain points and their underlying causes.
• Connect customer feedback with operational and process performance.
• Identify opportunities to improve customer journeys and reduce customer effort.
• Track whether improvement initiatives deliver a measurable impact on the customer experience.

 

Performance & operational insights

• Identify relationships between service quality, productivity, accessibility, customer experience, and process performance.
• Provide fact-based insights to support operational and management decision-making.
• Prepare analyses, reports, and recommendations for operational and management reviews.
• Contribute to the development and continuous improvement of the Service Performance framework.

 

Special projects

• Take ownership of, or contribute to, strategic and operational projects.
• Support multibrand service-readiness initiatives.
• Contribute to complaint-reduction and contact-reason optimisation initiatives.
• Support the design, implementation, and evaluation of operational pilots.

About You

• Several years of experience in Customer Service, Service Operations, Continuous Improvement, Process Management, Quality Management, or a related field.
• Experience in a contact centre or customer service environment is strongly preferred.
• Demonstrated experience in process improvement or operational improvement.
• Experience analysing customer feedback, quality data, and operational performance.
• Experience working on cross-functional projects.
• Experience with quality monitoring, Lean, or other continuous improvement methodologies is an advantage.
• Strong analytical and problem-solving skills, with the ability to translate data into meaningful insights and actions.
• Strong understanding of end-to-end processes and a customer-centric approach to improvement.
• Strong stakeholder-management, communication, project, and implementation skills.
• Able to facilitate discussions, process reviews, and improvement workshops.
• Comfortable constructively challenging existing ways of working.
• Able to move between strategic thinking and operational detail.
• Able to influence stakeholders without formal authority.

 

Why Join Us?

 

This is an opportunity to influence how Customer Service and Service Experience operate and evolve. You will help turn customer feedback, quality results, and operational data into practical improvements that strengthen both the customer journey and organisational performance.

 

You will work across teams and functions, contribute to strategic and operational projects, and help establish better processes and more consistent ways of working. Your insights and improvement initiatives will support a more customer-centric, efficient, and data-driven service organisation.

 

 

Apply now!