Process Excellence Manager

Description:

HPRtalent is seeking a highly capable and strategically minded Process Excellence Manager to lead the improvement of all stages of a client’s customer journey. The role focuses on analysing and enhancing customer experiences, driving operational efficiency, and embedding customer insight into business processes. This position will have direct impact on CSAT, NPS, and overall customer loyalty.

Key Responsibilities:

• Own and optimise the end-to-end customer journey using mapping, insight, and performance data.

• Leverage journey KPIs (CSAT, NPS, FCR, AHT) to identify pain points and enhance customer outcomes.

• Collaborate with stakeholders to deliver integrated, efficient service experiences.

• Integrate customer feedback into service design and lead structured problem-solving initiatives.

• Contribute to training and operational readiness in partnership with service and enablement teams.

• Use tools such as Miro, Lucidchart, or Qualtrics to map and communicate journey insights.

• Develop targeted plans to address specific customer pain points.

• Monitor stage-specific performance using KPIs and customer feedback to inform strategic decisions.

• Coordinate with other Process Excellence Managers to ensure seamless and integrated customer experience.

• Advocate for and implement changes based on customer insights.

• Provide guidance on capacity and capability required for customer service activities.

• Contribute to training curriculum development and delivery.

• Map customer journeys end-to-end and present recommendations to senior stakeholders.

• Partner with digital teams to implement scalable self-serve and assisted-service solutions.

Requirements:

• Degree educated with strong career trajectory in process excellence or process mapping.

• Proven experience improving service or product journeys in complex environments.

• Proficiency in journey/process mapping and cross-functional influence.

• Familiarity with Lean, Agile, and CX improvement frameworks.

• Experience with CX tools/platforms such as Qualtrics, Medallia, Salesforce is a plus.

• Strong analytical, strategic, and customer-centric mindset.

• Demonstrated ability to influence change in a matrix organizational structure.

• Commitment to customer satisfaction and innovative journey improvement.

• Ability to build trust within teams and foster an inclusive environment.