Job Title: Business Process Engineer (Customer Service / Operations)

Contract: 18 months
Location: UK – Hybrid (multiple UK office locations available)
Reporting to: Head of Central Support

Overview

We are supporting a major, high-profile transformation programme focused on modernising a long-established redress and customer service system. This programme is nationally significant, operating under intense senior stakeholder scrutiny, and represents a once-in-a-generation opportunity to redesign how complex customer journeys and services operate end to end.

A newly formed Central Support Team has been established to deliver this work. The team is high-performing, collaborative, outcome-focused and empowered to challenge existing ways of working. Customer experience is the golden thread running through all decisions — policy and process design must work in practice for real users.

We are seeking an experienced Business Process Engineer to play a critical role in designing future-state (“to-be”) processes that will underpin a new delivery model and significantly improve customer outcomes.

The Role

As a Business Process Engineer, you will lead the design and optimisation of complex, end-to-end operational and customer service processes. Building on existing “as-is” analysis completed by others, you will be responsible for turning insight into coherent, scalable and deliverable future-state solutions.

This is a hands-on, specialist role — not a BA or project management position. You will work across multiple workstreams, facilitating workshops, challenging assumptions, and ensuring process designs align across the wider operating model.

You will operate in a matrix environment, engaging senior stakeholders, policy teams, operational leaders, technology and transformation functions, while maintaining a relentless focus on customer experience.

Key Responsibilities

Analyse existing (“as-is”) processes and validate where change is genuinely required, focusing on root causes and measurable outcomes
Design and document future-state (“to-be”) processes that are streamlined, customer-centric and operationally viable
Identify implications for roles, skills, governance, systems and technology
Facilitate co-design workshops with SMEs and stakeholders to test, refine and build buy-in for new processes
Ensure consistency and alignment across multiple workstreams, avoiding conflicting process designs
Specify technical and functional requirements in partnership with technology and transformation teams
Identify opportunities for automation, workflow optimisation, AI and data-enabled decision making
Develop transition plans from current to future state, ensuring readiness and minimal disruption
Support implementation planning and adoption at pace
Track and validate benefits realisation and improved customer outcomes

What We’re Looking For

This role requires a true process engineering specialist with experience operating in complex, legacy environments.

Essential experience:

Lean Six Sigma Black Belt (or equivalent), with clear evidence of practical application
Proven experience leading end-to-end process redesign in complex, service-based or regulated organisations
Experience unpicking multi-layered, siloed, legacy processes and rebuilding them at scale
Strong customer service and customer journey design experience
Ability to operate credibly under senior scrutiny and in high-profile programmes

Core skills and behaviours:

Advanced analytical and problem-solving capability
Strong facilitation skills; confident leading workshops and challenging thinking constructively
Strategic, systems-level mindset connecting process, policy, technology and delivery
Strong understanding of customer service technologies (CRM, workflow, case management, contact centre platforms, automation)
Data-driven approach to prioritisation, metrics and benefits tracking
Comfortable working at pace, with ambiguity and pressure
High energy, resilient, delivery-focused and collaborative

This role is not suitable for:

Generalist Business Analysts
Rebadged Project Managers
Candidates with only simple or linear process improvement experience

Working Arrangements

Hybrid working model
UK-based, with access to multiple office locations
Some in-person workshops required
Immediate or short-notice start preferred

Why Apply

This is a rare opportunity to:

Work on a nationally significant transformation programme
Redesign a 25-year-old set of processes that genuinely need a fundamental shake-up
Deliver big, meaningful solutions, not incremental fixes
Join a high-calibre, motivated team with clear backing to make change happen