Contact Centre Sales and Operations Continuous Improvement Manager Customer Engagement Centre HS5

Were looking for a Continuous Improvement Manager to design and evolve simple intuitive and effective end-to-end customer journeys that make life easier for our customers and for our teams. Youll champion selfservice reduce unnecessary contact drive efficiency and help us deliver brilliant experiences every you will be out current and future customer journeys across holidays and ownersIdentify where friction complexity or duplication is getting in the wayInterpret customer data and insights to deep dive into the root cause and tell the story of how we will make an impactCreate clear customer flows handoffs and service propositionsDesign customer touchpoints moments that matter and frameworks that enable the customer journeyWork collaboratively with policy legal digital and operational teams to remove barriersEnsure everything we design - from language to process - is crystalclear and customercentredSupport testandlearn activity based on genuine customer behaviourOwn the product roadmap for selfserve and automated journeysTranslate service design thinking into product outcomes and prioritised backlogsPartner closely with digital automation and operational delivery teamsUse data and insight to drive adoption completion and continuous improvementDesign journeys that help customers achieve their goals seamlesslyBalance experience technical feasibility and operational capacityAbout energetic and motivated by achieving great outcomesA confident facilitator with strong problem-solving skillsExperienced in service design journey mapping and product managementComfortable working in complex or regulated environments (advantageous)Skilled at balancing customer needs with commercial and operational realitiesDatadriven curious and experimentationmindedGreat at stakeholder management and prioritisationStrong in presenting pitching and bringing others on the journeyExperienced working alongside service design digital and operational teamsKnowledgeable about retail leisure or travel environments (a bonus!)So why Parkdean ResortsWell besides the one-of-a-kind team culture stunning locations across the UK and the chance to work with the UKs largest holiday park organisation we can offer:The chance to develop your skills and boost your career across our 65 parks weve got your back when it comes to training!Youre never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.A team member discount of 30% available on everything from fabulous food to delicious drinks and even our fun leisure awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms weve got deals on lots of brands just for you. We want to be a force for good and caring for our parks people and planet is a natural component of the way we do business. We celebrate our people communities and natural environment enabling us to enhance the amazing memories we create for many years to we the right fit for you At Parkdean Resorts every park is a place to start something great; a place where you can develop your skills take on new challenges and thrive alongside a team that supports you every step of the way. Our parks create meaningful memories for our guests and know that great service is more than a smile - its understanding the value of every moment. Because its not just what we do its who we are. Join a team that puts heart into every holiday. Be the Heart of the Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process please contact Holly at