Business Process Manager Customer Experience

Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless investigative journalism and holds power to account. Our team of award-winning journalists cutting-edge commercial professionals and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development with a focus on training growth and fostering an inclusive culture.

We are now looking for aBusiness Process Manager(BPO)on a 6 month FTC to join our Customer Experience team! Were looking for more than a process owner; were looking for someone who is strategic and can build the framework and foundations for future readiness. The ideal candidate will have a meticulous approach to documentation and process architecture. While also being diplomatic able to build consensus and drive adoption. This role will require you to zoom in on the smallest details for review and improvement. And to zoom out to ensure our processes are ready for future growth and change.

About the Role

• The central owner of our operational playbook ensuring that our ways of working are consistent efficient and aligned with our values.
• Responsible for auditing building or optimising our Standard Operating Procedures (SOPs) maintaining a clear and accessible knowledge base for the CX and contact centre teams.
• Leading the development of a unified ways-to-work methodology that will help us serve our readers subscribers and supporters more effectively.
• Facilitate cross-functional alignment with other departments and our contact centre.
• Ensure documentation is clear accessible and usable for all team members.

About You

• Proven experience in business process management operations or continuous improvement roles (preferably within direct to consumer or subscription-based organisations).
• Strong understanding of SOP governance and knowledge management principles.
• Skilled in process mapping tools (e.g. Lucidchart Miro Visio) and documentation platforms (e.g. Confluence Notion SharePoint).
• Experience running process improvement programmes (Lean Six Sigma Agile or similar).
• Excellent facilitation communication and stakeholder management skills.
• Strong problem-solving mindset with the ability to prioritise and deliver impact.
• Customer-centric minded.

We operate in a hybrid environment working 3 days a week from our offices in Kings Cross and 2 days a week remotely.

We value and respect all differences (seen and unseen) in all people. We aspire to have inclusive working experiences and an environment that reflects the audience we serve where our people have equal access to career development opportunities their voices are heard and can contribute to our future. We actively encourage applications from people of all backgrounds. Many of our staff work flexibly and we will consider all requests for flexible working arrangements.

How to Apply

To apply please upload your latest CV and a cover letter which outlines why youd love to take on this role and why youre a great match for what were looking for.

We appreciate the time taken to prepare each application we receive. We do not use AI-assisted technology to review applications; every application is reviewed by a member of our recruitment team.

The closing date for applications is12th October 2025.

All roles at the Guardian are open for everybody to apply. It is important to us that you feel supported and comfortable throughout your recruitment process in order to perform your best. Please let us know if there are any changes we could make to help your application this includes providing documents in accessible formats or personalising the process to better support your needs. Please contact Alice on to discuss further so we can work with you to support you through your application.

Benefits at the Guardian

Youll have 30 days of annual leave per year plus bank holidays (pro rata) with the option to purchase an additional 5 days. Our pension scheme is generous; if you contribute 5% then we will contribute 8-12% (depending on your age). We believe in giving back which is why employees are given 2 volunteering days annually and the option of payroll giving. Season ticket loans are also available.

Culture and Wellbeing

We want everyone to feel like they belong at the Guardian and we champion diversity of thought. Our various employee forums provide a platform to use their voice to foster an inclusive workplace. We became the first major media organisation to achieve B Corp status.

We offer tools to help you prioritise your wellbeing including access to our employee benefits platform which provides tailored support for health and addition we also offer free yoga and pilates classes. These run alongside our corporate gym membership and cycle to work scheme.

Our canteen has views overlooking the Regents Canal and caters for breakfast lunch and dinner.

Learning and Development

We encourage personal and professional growth. Employees have access to a broad range of tools and solutions and we are happy to support the pursuit of professional qualifications through vocational courses and apprenticeships.