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.
