Operational Improvement Senior Specialist

Location: Stoke-on-Trent, United Kingdom; hybrid with office attendance 2–3 days per week and at least 8 days per month

Company

hirify.global is building and operating a UK telecommunications network and delivering connectivity, customer service, and digital transformation through hirify.globalThree Consumer Operations.

What you will do

• Identify opportunities to improve customer and frontline user experiences using feedback, stakeholder insights, performance data, and process reviews.
• Lead technology, system, and process improvements from initial concept through deployment and post-implementation review.
• Manage projects, change initiatives, improvement workstreams, technical deliveries, and issue resolution activities.
• Collaborate with Operations, Technology, Legal, Privacy, Compliance, Risk, and external partners while meeting regulatory requirements.
• Define process, procedure, and system changes; prepare business cases, stakeholder updates, briefing materials, and governance presentations.
• Plan training and communications to help frontline teams adopt new ways of working and introduce relevant industry best practices.

Requirements

• Experience in customer-facing, partner-facing, or operational environments, with an understanding of sales, service, or care channels.
• Strong project management, planning, organisational, communication, influencing, and stakeholder management skills.
• Ability to simplify complex or technical concepts and communicate them clearly to different audiences.
• Problem-solving mindset, creative thinking, attention to detail, and the ability to balance multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, particularly Excel, PowerPoint, and Outlook.
• Self-motivated, proactive, collaborative, and able to provide leadership and direction when required.

Nice to have

• Knowledge of frontline systems, operational processes, or customer journeys.

Culture & Benefits

• Hybrid working with flexibility to agree expectations with the line manager and team.
• Excellent basic salary, bonus, and hirify.global benefits.
• Up to 28 days of annual leave plus bank holidays and paid charity work time.
• Benefits including discounts, vouchers, pension plan, learning tools, and parental leave policies.
• Employment is subject to criminal DBS and financial background checks for Financial Conduct Authority regulatory compliance.

Hiring process

• Recruitment may include online assessments, with reasonable adjustments available on request.
• Offers are subject to the required background checks.