Senior Manager, Continuous Improvement

Senior Manager, Continuous Improvement

Senior Manager, Continuous Improvement

Apply locations Slough time type Full time posted on Posted 2 Days Ago job requisition id 0000021158

Job Description

Are you a strategic leader passionate about driving innovation? Join our global Consumer and Shopper Engagement department and lead the transformation of our continuous improvement culture. You'll work across global teams to deliver data-driven improvements that enhance productivity and consumer engagement. If you're ready to inspire change and make a global impact, we want to hear from you!

This role is based in Slough, UK. No relocation assistance will be offered.

Core Responsibilities

• Embed a culture of continuous improvement in the Consumer & Shopper Engagement (CSE) department by inspiring employees at all levels.
• Develop and implement a comprehensive continuous improvement strategy.
• Focus on data-driven, measurable productivity improvements and cost savings aligned with departmental goals, key success metrics and broader LEGO Group strategies.
• Partner with cross-functional teams and other CI experts to set up collaborative ways of working.
• Utilise CI expertise in planning and prioritisation processes to optimize the use of technology and resources and guide future investment decisions.

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with contact centres in the UK, Germany, USA, Singapore and Shanghai, supporting over 4 million customer engagements per year across multiple channels.

The Senior Manager for Continuous Improvement will play a critical leadership role in embedding a CI culture within our global CSE department. Building close relationships with CSE colleagues and expert teams across the organisation, you’ll create and deliver a comprehensive CI programme. You’ll take the lead in prioritising internal CI initiatives and bring your own expertise to tech development and strategic planning alongside the CSE leadership team and digital product partners.

Do you have what it takes?

• Proven leadership experience in continuous improvement, ideally in a contact centre environment.
• A subject matter expert experienced in successfully implementing continuous improvement and process methodologies at scale (e.g. Agile, Scrum, Lean).
• Strong analytical skills with knowledge of contact centre systems and data programs (e.g. Salesforce, Adobe Analytics).
• Outstanding collaboration and stakeholder management skills.
• Excellent communication skills with the ability to articulate complex concepts in an engaging way.
• Results oriented and able to craft clear and focused strategy to achieve success metrics.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Thank you for sharing our global commitment to Children’s Rights.

Join the LEGO team today.

About Us

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. Our founder Ole Kirk Kristiansen made his first wooden toy in 1932. He persevered against the odds until his business was a success. Constantly innovating, never compromising. Building, rebuilding, and striving for the best. It is this resilience and permanent sense of renewal that drives us forward. We are never still. We will always be creating, inventing, and having fun. Build your career brick by brick and play your part in continuing our mission to “inspire and develop the builders of tomorrow.”