Operational Excellence Specialist

📍 Cardiff | 🏢 3 days per week in the office 

Operational Excellence / Customer Operations 🚀
As an Operational Excellence Specialist, your mission is to ensure that our frontline teams are prepared, informed, and equipped to deliver high-quality service. You will support the Operational Excellence Manager by landing change effectively, enhancing departmental knowledge, and ensuring that every new product or process is "operationally ready" before it hits the floor.

What You’ll Be Doing 🗃️

• Coordinate the seamless introduction of new products and processes by evaluating business impact and delivering clear briefings to operational teams, collaborating with key stakeholders across the business to support all readiness activities.
• Lead the operational side of pilots by establishing success metrics, tracking performance, and capturing post-implementation learnings to validate full-scale rollouts.
• Provide real-time operational support during live incidents, ensuring immediate "workaround" communications are dispatched to maintain productivity and service continuity.
• Manage effective communication channels across the operational department to ensure the timely cascade of updates and maintain alignment on process changes and business priorities.
• Oversee the end-to-end post-incident process by gathering feedback and analysing root causes to implement meaningful, regulation-compliant changes to workflows.
• Establish robust practices for sharing best practices to enhance overall customer operations capability.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• 2+ years in an Operational Excellence, Business Support, or Training & Development role within a fast-paced Customer Operations environment.
• A proven track record of helping teams transition through change (new systems, new products, or new ways of working).
• Exceptional ability to simplify complex information into engaging briefings or training modules.
• Comfortable working with success metrics and KPIs to track the impact of a pilot or training program.
• Highly organised with the ability to manage multiple projects/stakeholders simultaneously.

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes interview with the Operational Excellence Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.