Process Improvement Executive (Customer Support)- FTC
About this role
OVERVIEW:
(Fixed‑term contract until February 2027)
We’re looking for a Process Improvement Executive to drive consistency, efficiency, and quality across all Customer Support processes. In this role, you will design, document, and continually enhance processes to a high standard, ensuring they are clear, accessible, and measurable against key KPIs.
As a subject matter expert for process excellence, you will lead and facilitate allocated process‑improvement (PI) projects, while also supporting broader business initiatives. You’ll work both independently and collaboratively across QA, Training, and Customer Support teams to deliver impactful change. This includes providing high‑quality, transparent project updates, embedding new processes through training and QA alignment, and building strong stakeholder relationships to influence continuous improvement.
With solid knowledge of chatbots, workflows, and AI tools, you will work closely with the Chatbot & AI Specialist and the AI Content Executive to resolve issues quickly and minimise customer impact. You will also take accountability for your own development, continually building skills that enhance the quality and effectiveness of the process improvements you deliver.
WHAT YOU'LL BE DOING:
Design, document, and maintain customer support processes, ensuring updates are delivered to a high standard of quality, accuracy, are clearly documented and are accessible through the CS Process Blueprint
Lead and facilitate allocated PI projects and serve as a subject matter expert on wider business led projects, demonstrating the ability to work independently and with minimal supervision
Independently scope, test and implement new or updated processes, taking accountability for identifying output measures and measuring success against targeted KPIs (CSAT, QA, AHT, FCR)
Conduct data-driven deep dives into dashboards, reports, and QA audits to identify and deliver opportunities for efficiency, consistency and quality improvement
Collaborate regularly with CS teams through huddles, feedback sessions, and agent insight workshops to consistently capture and act on process challenges
Act as a process SME, building trust and being recognised as a supportive and approachable resource across CS and the wider business
Partner closely with QA and Training teams, ensuring adherence to the interlock process, consistently embedding process changes with supporting training content and ensuring alignment within QA audits and macros
Provide transparent and well-documented updates on PI projects, adhering to the interlock process, delivering consistent, high-quality communications that add value, informs stakeholders and sets clear expectations for input and delivery
Apply structured methodology to all PI projects, taking accountability for tracking outcomes and ensuring measurable improvements in cost, efficiency, and customer experience are consistently considered
Ensure all process improvement initiatives clearly define expected value and outcomes, with follow-up actions consistently documented to track, measure and validate success
Build, maintain and manage trusted stakeholder relationships across CS and the wider business, fostering alignment, influencing decision-making, and driving consistent process improvements while effectively managing expectations
Maintain strong, up-to-date knowledge of chatbots, workflows, and AI tools (inc. Co-Pilot) to independently troubleshoot and resolve issues, minimising customer impact and ensuring quality of service
Take accountability for personal growth, independently developing skills and knowledge to strengthen the quality and impact of PI project delivery
WHAT YOU'LL NEED:
Essential Criteria:
Proven experience in process improvement, process design and documentation
Strong analytical skills with the ability to use data and QA insights to drive improvements and decision making
Confident leading and facilitating projects independently and acting as a subject matter expert in CS processes
Excellent stakeholder management and communication skills, with the ability to build trust and influence stakeholders of all levels
Knowledge of Customer Support metrics (CSAT, QA, AHT, FCR) and process methodologies.
Responsibilities
- Design, document, and maintain customer support processes, ensuring updates are delivered to a high standard of quality, accuracy, are clearly documented and are accessible through the CS Process Blueprint
- Lead and facilitate allocated PI projects and serve as a subject matter expert on wider business led projects, demonstrating the ability to work independently and with minimal supervision
- Independently scope, test and implement new or updated processes, taking accountability for identifying output measures and measuring success against targeted KPIs (CSAT, QA, AHT, FCR)
- Conduct data-driven deep dives into dashboards, reports, and QA audits to identify and deliver opportunities for efficiency, consistency and quality improvement
- Collaborate regularly with CS teams through huddles, feedback sessions, and agent insight workshops to consistently capture and act on process challenges
- Act as a process SME, building trust and being recognised as a supportive and approachable resource across CS and the wider business
- Partner closely with QA and Training teams, ensuring adherence to the interlock process, consistently embedding process changes with supporting training content and ensuring alignment within QA audits and macros
- Provide transparent and well-documented updates on PI projects, adhering to the interlock process, delivering consistent, high-quality communications that add value, informs stakeholders and sets clear expectations for input and delivery
- Apply structured methodology to all PI projects, taking accountability for tracking outcomes and ensuring measurable improvements in cost, efficiency, and customer experience are consistently considered
- Ensure all process improvement initiatives clearly define expected value and outcomes, with follow-up actions consistently documented to track, measure and validate success
- Build, maintain and manage trusted stakeholder relationships across CS and the wider business, fostering alignment, influencing decision-making, and driving consistent process improvements while effectively managing expectations
- Maintain strong, up-to-date knowledge of chatbots, workflows, and AI tools (inc. Co-Pilot) to independently troubleshoot and resolve issues, minimising customer impact and ensuring quality of service
- Take accountability for personal growth, independently developing skills and knowledge to strengthen the quality and impact of PI project delivery
- Proven experience in process improvement, process design and documentation
- Strong analytical skills with the ability to use data and QA insights to drive improvements and decision making
- Confident leading and facilitating projects independently and acting as a subject matter expert in CS processes
- Excellent stakeholder management and communication skills, with the ability to build trust and influence stakeholders of all levels
Requirements
- Knowledge of Customer Support metrics (CSAT, QA, AHT, FCR) and process methodologies.
- Familiarity with chatbots, workflows, and AI tools (e.g., Co-Pilot).
- Experience in change management, Six Sigma or similar project management methodologies.
- Performance-based Bonus opportunity
- Funded Healthcare benefit
- 25 days holiday, additional day for your birthday & Bank Holidays
- Contributory Employer pension scheme
- Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
- Gymshark Employee Discount & long service awards
- Access to High Street cashback and discounts
- Financial, Physical and Mental Wellbeing Support
- Enhanced Family Leave package
- Life Assurance
- Gym Membership to The Lifting Club (LC)
- Onsite lunch provision & coffee bars
- EV charge points available
- Funded multi-site fitness membership
Nice to have
- Familiarity with chatbots, workflows, and AI tools (e.g., Co-Pilot).
- Experience in change management, Six Sigma or similar project management methodologies.
- CLOSING DATE: Friday 3rd April 2026
- BELONGING AT GYMSHARK.
- Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email talent@gymshark.com.
- ABOUT US.
- We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.
- THE PERKS.
- Standard benefits include:
- Performance-based Bonus opportunity
- Funded Healthcare benefit
- 25 days holiday, additional day for your birthday & Bank Holidays
- Contributory Employer pension scheme
- Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
- Gymshark Employee Discount & long service awards
- Access to High Street cashback and discounts
- Financial, Physical and Mental Wellbeing Support
- Enhanced Family Leave package
- Life Assurance
- Office location specific benefits include (IQ):
- Gym Membership to The Lifting Club (LC)
- Onsite lunch provision & coffee bars
- EV charge points available
- Office location specific benefits include (LDN):
- Funded multi-site fitness membership
- Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.