Customer Process Designer

Customer Process Designer

Facilitate and design customer‑focused processes that improve experience and efficiency.

Lead workshops, create process maps and drive continuous improvement across the business.

Hybrid working: up to 80% homeworking and 20% in one of our regional offices based in Stratford-upon-Avon, Glasgow, York or Bristol.

About the role

This is an exciting time to join [Employer hidden — view at passion-project.co.uk] and be part of a newly created team. The Customer Process Centre of Excellence, within our evolving CS Strategy and Change team, will centralise expertise, streamline end-to-end processes, and enhance customer experience while boosting our enterprise-wide collaboration. This is a fantastic opportunity to help shape the future of our business and make a real impact as we set the stage for ambitious growth.

As a Customer Process Designer, you’ll play a vital part in shaping how [Employer hidden] delivers brilliant customer experiences. You’ll analyse, design and improve processes that support our operational and customer‑facing teams, ensuring they are efficient, well‑controlled and aligned to our strategic aims.

You’ll work closely with colleagues across the business to evaluate current processes, identify pain points and opportunities, and deliver clear, accurate “as‑is” and “to‑be” designs. You’ll facilitate workshops, map process journeys, document requirements and build a strong foundation of process governance to support sustainable continuous improvement.

You will work within the Process Centre of Excellence (CoE) and collaborate with teams from across the business to identify process improvement opportunities, ensuring improvements are both impactful and practical. You’ll also support decision‑making by producing high‑quality documentation, business cases and insights for stakeholders at all levels.

This role also plays a key part in building process capability across the organisation — coaching colleagues, encouraging a mindset of continuous improvement and helping embed process excellence in everyday thinking.

About you

You’re an analytical, detail‑driven thinker who enjoys understanding how things work and finding ways to make them better. You’re comfortable facilitating workshops, engaging stakeholders and translating complex processes into clear, accessible designs. You bring:

Experience working in process management, continuous improvement or a similar discipline.

Strong skills in process mapping methodologies and tools (e.g. BPMN, Visio).

Confidence facilitating workshops and producing defined outputs.

Excellent communication skills, with the ability to tailor your approach to different audiences.

A strong understanding of customer journeys — ideally within insurance.

A collaborative mindset with the ability to influence, challenge and build strong relationships.

A proactive approach to learning, including an interest in how technologies such as automation and AI can support process optimisation.

A degree in Business, Operations or a related discipline, or a qualification such as Lean Six Sigma, is desirable but not essential.

At [Employer hidden], we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

Salary £50,000 - £55,000 dependent on experience

Annual bonus (up to 17.5% of salary)

Contributory pension scheme, up to 20%, including your 8% contribution

25 days annual leave + bank holidays + buy/sell/save holiday trading scheme

A Family Friendly policy that helps you balance your work and family responsibilities

Access to savings at High Street brands, travel and supermarkets

£20 contribution to a monthly gym membership – subject to T&Cs

Health and wellbeing plan - cashback for dentist, opticians, physio and more

Access to voluntary benefits, including health assessments, private medical insurance and dental insurance

Employee Volunteering - volunteer in the community for one day each year

Unlimited access to Refer a Friend £500 bonus scheme

Life Assurance cover of 4 x salary

Employee discounts of 15% on a range of [Employer hidden] insurance policies.

Salary sacrifice employee car scheme - subject to eligibility

Working at [Employer hidden]

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.

Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.

Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.