Business Process Engineer/Architect (Remote)

Contract: 18 months
Location: UK - Hybrid (multiple UK office locations available)
Reporting to: Head of Central Support

We are supporting a major, high-profile transformation programme focused on modernising a long-established redress and customer service system. This programme is nationally significant, operating under intense senior stakeholder scrutiny, and represents a once-in-a-generation opportunity to redesign how complex customer journeys and services operate end to end.

A newly formed Central Support Team has been established to deliver this work. The team is high-performing, collaborative, outcome-focused and empowered to challenge existing ways of working. Customer experience is the golden thread running through all decisions - policy and process design must work in practice for real users.

We are seeking an experienced Business Process Engineer to play a critical role in designing future-state ("to-be") processes that will underpin a new delivery model and significantly improve customer outcomes.

As a Business Process Engineer, you will lead the design and optimisation of complex, end-to-end operational and customer service processes. Building on existing "as-is" analysis completed by others, you will be responsible for turning insight into coherent, scalable and deliverable future-state solutions.

This is a hands-on, specialist role - not a BA or project management position. You will work across multiple workstreams, facilitating workshops, challenging assumptions, and ensuring process designs align across the wider operating model.

You will operate in a Matrix environment, engaging senior stakeholders, policy teams, operational leaders, technology and transformation functions, while maintaining a relentless focus on customer experience.

• Analyse existing ("as-is") processes and validate where change is genuinely required, focusing on root causes and measurable outcomes

• Design and document future-state ("to-be") processes that are streamlined, customer-centric and operationally viable

• Identify implications for roles, skills, governance, systems and technology

• Facilitate co-design workshops with SMEs and stakeholders to test, refine and build buy-in for new processes

• Ensure consistency and alignment across multiple workstreams, avoiding conflicting process designs

• Specify technical and functional requirements in partnership with technology and transformation teams

• Identify opportunities for automation, workflow optimisation, AI and data-enabled decision making

• Develop transition plans from current to future state, ensuring readiness and minimal disruption

• Support implementation planning and adoption at pace

• Track and validate benefits realisation and improved customer outcomes

This role requires a true process engineering specialist with experience operating in complex, Legacy environments.

Essential experience:

• Lean Six Sigma Black Belt (or equivalent), with clear evidence of practical application

• Proven experience leading end-to-end process redesign in complex, service-based or regulated organisations

• Experience unpicking multi-layered, siloed, Legacy processes and rebuilding them at scale

• Strong customer service and customer journey design experience

• Ability to operate credibly under senior scrutiny and in high-profile programmes

Core skills and behaviours:

• Advanced analytical and problem-solving capability

• Strong facilitation skills; confident leading workshops and challenging thinking constructively

• Strategic, systems-level mindset connecting process, policy, technology and delivery

• Strong understanding of customer service technologies (CRM, workflow, case management, contact centre platforms, automation)

• Data-driven approach to prioritisation, metrics and benefits tracking

• Comfortable working at pace, with ambiguity and pressure

• High energy, resilient, delivery-focused and collaborative

This role is not suitable for:

• Generalist Business Analysts

• Rebadged Project Managers

• Candidates with only simple or linear process improvement experience

• Hybrid working model

• UK-based, with access to multiple office locations

• Some in-person workshops required

• Immediate or short-notice start preferred

This is a rare opportunity to: