Continuous Improvement Manager

Job Description

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Groups Play Promise. Our vision is to innovate the future of service deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with contact centres in the UK Germany USA Singapore and Shanghai supporting over 4 million customer engagements per year across multiple channels.

Core Responsibilities

• Delivering data-driven and measurable productivity improvements cost savings and results by leading large-scale continuous improvement projects and incremental initiatives for CSE.

• Supporting to define global processes and standards leading process mapping initiatives and developing a process improvement roadmap across the global CSE department.

• Balancing a deep knowledge and expertise of our departmental processes ways of working systems and user needs with clear-sighted analysis of improvement opportunities.

• Championing excellence simplicity and high standards in both internal and external processes that are used by our internal CSE employees and self-served by our LEGO customers.

• Project management and leadership of in-the-moment continuous improvement opportunities as well as larger longer term opportunities.

• Building excellent supportive working relationships with colleagues across many LEGO teams including our Global Operations Business Insights Resource Planning Learning & Development Content and Optimization teams.

• Coaching and project managing continuous improvement champions and ambassadors throughout the CSE department.

Do you have what it takes

• Strong management experience in continuous improvement (ideally in a contact centre environment).

• Broad experience of working with a range of continuous improvement and process methodologies at scale (e.g. Agile Scrum Lean)

• Knowledge of contact centre systems and data programs (e.g. Salesforce Verint Adobe Analytics).

• Analytical skill to report and quantify continuous improvement opportunities and successes.

• Strong collaboration and communication skills.

• Highly proactive and independent in identifying opportunities for improvement and taking action to see them realized.

Nice to have

• Experience working as part of a global distributed team e.g. across EMEA US and APAC.

• Experience in working closely alongside digital development content and user experience teams.

Additional details on this position

• Our workplace enables our LEGO Group colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3 day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

• No relocation assistance is offered for this position.

Applications are reviewed on an ongoing basis. However please note we do amend or withdraw our jobs and reserve the right to do so at any time including prior to any advertised closing date. So if youre interested in this role we encourage you to apply as soon as possible.

What are you waiting for Apply now!

Compensation

Applications are reviewed on an ongoing basis. However please note we do amend or withdraw our jobs and reserve the right to do so at any time including prior to any advertised closing date. So if youre interested in this role we encourage you to apply as soon as possible.

Whats in it for you

Here are some of what to expect:

FamilyCareLeave We offer enhanced paid leave options for those important times.

Insurances All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing We want you to be your best self so youll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount We know youll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus We do our best work to succeed together. When goals are reached and if eligible youll be rewarded through our bonus scheme

Your workplace When you join the team youll be assigned a primary workplace location i.e. one of our Offices stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

We strive to create a diverse dynamic and inclusive culture of play at the LEGO Group where everyone feels safe valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex gender identity or expression race/ethnicity national origin sexual orientation disability age religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day playing a part in building a sustainable future and continuing our mission to inspire and develop the builders of tomorrow.

The LEGO Group is fully committed to Childrens Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening as a condition of the offer.

Thank you for sharing our global commitment to Childrens Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process please contact the HR Service Desk at 1. option #3. Please note these communication channels should be used for those having difficulty accessing our on-line channels not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.