Why this role matters:
As a Customer Experience Improvement Specialist, you will work within our Support & Customer Operations team focused on driving measurable improvements across business processes in a fast-paced environment. You will work cross-functionally to analyse performance, identify bottlenecks, and recommend and implement scalable solutions.
The role will blend problem-solving, stakeholder engagement, data-driven insight and technology adoption to enhance operational excellence and deliver continuous, scalable improvements - helping Checkatrade run more efficiently and ultimately make home improvements easier for millions of people across the UK.
What you'll be doing:
- Redesign operational workflows by identifying inefficiencies and actively creating scalable, automated solutions that improve quality, speed, and consistency.
- Partner with Product, Engineering, Support, and Operations to deliver smarter, tech-enabled processes, leveraging AI tools and automation wherever possible.
- Lead and implement continuous improvement initiatives using methods such as Lean, Six Sigma, and digital transformation methods to drive measurable outcomes.
- Use KPIs, performance data, and advanced analytics to uncover actionable insights, track trends, and proactively optimise operations.
- Work with the Change Team to plan, deliver, and embed improvements to ensure that risks are mitigated and stakeholders are engaged through clear communication.
- Build automation into documentation and training, ensuring processes are not only clear but also supported by self-serve resources, AI assistants, and digital guides.
- Champion cross-functional projects that accelerate tooling adoption, AI integration, and process optimisation across the business.
- Foster a culture of operational excellence by coaching teams, promoting data-driven decision making, and embedding innovation through continuous learning and knowledge sharing.
What you'll get:
- Competitive salary + Annual bonus or commission (depending on the role)
- Health, well-being and learning support
- Gym membership, Smart Tech Scheme and Cycle Scheme
- Birthday/Special day leave
- Buy & Sell holiday
- 1 Weeks paid charity leave + so much more!
- Working pattern: 40 hours per week, shifts between 8am–6pm, Monday to Friday – 4 days on-site
What you'll bring:
- 3+ years experience in operations, process improvement or business change roles.
- A proven track record of delivering measurable improvements that enhance customer experience.
- Strong project ownership skills — able to take initiatives from analysis to delivery.
- Confident with data: you can interpret trends, build a case, and use insights to shape action.
- Excellent communication skills — able to influence, simplify complexity and drive adoption.
- Hands-on problem solver: comfortable rolling your sleeves up as well as managing stakeholders across Product, Tech and Operations.
- Familiarity with agile, change management, and tools like GSuite, Salesforce Service Cloud, and Jira.
- Bonus if you have Lean, Six Sigma or change management certifications.
About Us
We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.
We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.
