Back
Process Excellence - Analyst Customer Experience
Full-time
About the Role
Pilgrim is looking for a sharp, execution-oriented Process Excellence Analyst to own and drive process improvement across our Customer Experience function. This role sits at the intersection of operations, data, and technology — you'll be diagnosing what's broken, designing what better looks like, and seeing it through to measurable results.
You'll work closely with teams across CX, D2C, product, and consumer insights, and will be expected to bring both analytical rigour and a bias for action.
What You'll Do
Process Analysis & Improvement
Map, audit, and analyse existing CX and operational processes to identify inefficiencies, bottlenecks, and failure points
Apply Lean, Six Sigma, and first-principles thinking to design and implement process improvements
Conduct structured root cause analyses (RCA) and facilitate problem-solving sessions with relevant teams
Translate findings into clear, prioritised action plans with defined owners and timelines
Project Management
Own process improvement projects end-to-end — from scoping and planning to execution and closure
Build and maintain project trackers, milestones, and stakeholder updates
Manage competing priorities without losing momentum on high-impact initiatives
Data Collection & Analysis
Gather process data through observation, system reports, interviews, and direct CX tooling
Analyse trends, anomalies, and inefficiencies using statistical and analytical methods
Build dashboards and reports that make performance visible and drive decision-making
Process Documentation
Develop process maps, flowcharts, SOPs, and decision trees for current and improved states
Maintain a centralised, up-to-date process documentation repository accessible to all relevant teams
Ensure SOPs are operationalised — not just written and filed
Change Management
Drive adoption of new processes through structured change management: communication plans, training, and feedback loops
Work with team leads to ensure changes stick and outcomes are sustained over time
New Initiatives & Automation
Proactively identify gaps between current processes and customer expectations
Automate manual, repetitive workflows to improve team efficiency and reduce error rates
Propose and pilot new programs and interventions that directly improve customer experience
AI & Workflow Automation
Use AI tools (ChatGPT, Claude, etc.) to summarise data, generate insights, and accelerate problem-solving
Build lightweight AI-assisted workflows and automation layers to reduce manual effort across the CX function
Stay current on emerging tools and identify practical applications for Pilgrim's context
Reporting & Communication
Develop and present performance reports, improvement metrics, and initiative status updates to leadership
Communicate complex findings in simple, decision-ready formats — written, visual, or in-room
Stakeholder Management
Collaborate with CX, D2C, product, consumer insights, and tech teams on cross-functional improvement projects
Influence without authority — earn buy-in from stakeholders at all levels through clear communication and demonstrated results
What We're Looking For
Education
Bachelor's degree in Business, Engineering, Operations, Data Science, or a related field
Certification in Lean, Six Sigma (Green Belt or higher), or equivalent is a plus
Experience
2–5 years in process improvement, CX operations, business analysis, or a related role
Demonstrated track record of taking a process problem from diagnosis to measurable improvement
Hands-on experience with data analysis, process mapping, and cross-functional project execution
Skills
Strong analytical and structured thinking — comfortable with ambiguity, sharp on detail
Proficient in Excel / Google Sheets; familiarity with process mapping tools (Visio, Miro, Lucidchart) and data visualisation
Working knowledge of AI tools and a genuine interest in applying them practically
Clear, confident communicator — written, verbal, and in presentations
Organised, self-driven, and able to manage multiple workstreams simultaneously
Why This Role
This is not a back-office improvement role. You'll be working directly with senior leadership on problems that affect millions of customers, and your work will show up in NPS scores, resolution rates, and customer feedback within weeks of implementation. If you want ownership, visibility, and a fast feedback loop — this is it.
