Process Excellence Specialist
We’re looking for a Process Excellence Specialist to help drive meaningful change across our business operations. Reporting to the Continuous Improvement and Process Excellence Manager, you’ll play a key role in analysing, optimising, and improving the processes that power our customer experience. The Process Excellence Specialist plays a key role in supporting the design, delivery, and embedding of continuous improvement initiatives that enhance customer experience, reduce complexity, and drive operational efficiency. Working as part of the Operational Excellence function, you’ll help turn insight into action - analysing data, mapping workflows, identifying opportunities for improvement, and supporting the implementation of change. Collaborating with teams across Retail Operations, Technology, Compliance, and Customer Experience, you’ll help make processes simpler, smarter, and more effective. Your work will directly support the organisation’s mission: making it easier for colleagues to do brilliant work and for customers to have exceptional experiences.
- Support the discovery, design, and delivery of process improvement initiatives under the guidance of the Continuous Improvement and Process Excellence Manager.
- Collaborate with the QA team and the Training and Knowledge Base Manager to understand the requirement of changes identified and translate them into actionable improvements.
- Work with Operational Team Managers to implement and embed agreed changes to processes, procedures, and systems.
- Assist in end-to-end process reviews, including data collection, mapping workflows, identifying friction points, and contributing ideas for practical solutions.
- Contribute to maintaining a continuous review and improvement cycle, ensuring feedback and insights are captured and acted upon.
- Help refine processes and policies to drive efficiency, productivity, and compliance with regulatory and statutory requirements.
- Ensure Operators and colleagues have the right information, guidance, and tools to measure performance and deliver outstanding customer experiences.
- Support the onboarding and embedding of new teams, ensuring effective processes are in place to deliver operational objectives.
- Build collaborative relationships across teams, helping to influence, align, and communicate effectively across functions.
- Support programme governance and stakeholder management by providing accurate updates, documentation, and data to inform decision-decision.
- Assist in identifying and tracking risks, issues, and dependencies that could impact delivery timelines or outcomes.
- Contribute to the identification of automation and optimisation opportunities, supporting feasibility assessments and implementation planning.
- Demonstrate curiosity, attention to detail, and creativity when assessing problems and proposing solutions.
- Promote a continuous improvement mindset, helping to embed best practices and support knowledge sharing across the organisation.
- Experience in process improvement, operations, or business analysis, ideally within a customer-focused or regulated environment (required).
- Strong analytical, organisational, and problem-solving skills with a data-driven mindset (required).
- Effective communicator, able to collaborate and build relationships across multiple teams and levels (required).
- Desirable to have working knowledge of process improvement methodologies (nice-to-have).
- Detail-oriented, proactive, and adaptable, with a genuine passion for improving colleague and customer experiences (required).
- Comfortable in a supporting role, turning strategic direction into operational delivery (required).
- Benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions: helping you prepare for your future.
- Enhanced maternity & paternity pay: our Betfred family works to support yours.
- A long-service recognition programme and life milestone rewards.
- A recognition scheme to earn and convert points to spend with over 700 retailers.
- A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
- Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.
- Access to further training and development opportunities.
Betfred is a betting and gaming company that has operated for over 50 years, founded by Fred and Peter Done. It runs more than 1,300 betting shops and employs around 9,500 people, combining a large retail estate with online sports betting and gaming. In 2019 it entered the US sports betting market as Betfred Sportsbook, now operating in several states, and has established a presence in South Africa, where it holds a majority stake in the online betting company LottoStar. Headquartered in Warrington, England, Betfred emphasises customer service and responsible gambling across its operations.
