Senior Manager, Continuous Improvement

Job Description

Are you a strategic leader passionate about driving innovation? Join our global Consumer and Shopper Engagement department and lead the transformation of our continuous improvement culture. You'll work across global teams to deliver data-driven improvements that enhance productivity and consumer engagement. If you're ready to inspire change and make a global impact, we want to hear from you!

This role is based in Slough, UK. No relocation assistance will be offered.

Core Responsibilities

• Embed a culture of continuous improvement in the Consumer & Shopper Engagement (CSE) department by inspiring employees at all levels.
• Develop and implement a comprehensive continuous improvement strategy.
• Focus on data-driven, measurable productivity improvements and cost savings aligned with departmental goals, key success metrics and broader LEGO Group strategies.
• Partner with cross-functional teams and other CI experts to set up collaborative ways of working.
• Utilise CI expertise in planning and prioritisation processes to optimize the use of technology and resources and guide future investment decisions.

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with contact centres in the UK, Germany, USA, Singapore and Shanghai, supporting over 4 million customer engagements per year across multiple channels.

The Senior Manager for Continuous Improvement will play a critical leadership role in embedding a CI culture within our global CSE department. Building close relationships with CSE colleagues and expert teams across the organisation, you’ll create and deliver a comprehensive CI programme. You’ll take the lead in prioritising internal CI initiatives and bring your own expertise to tech development and strategic planning alongside the CSE leadership team and digital product partners.

Do you have what it takes?

• Proven leadership experience in continuous improvement, ideally in a contact centre environment.
• A subject matter expert experienced in successfully implementing continuous improvement and process methodologies at scale (e.g. Agile, Scrum, Lean).
• Strong analytical skills with knowledge of contact centre systems and data programs (e.g. Salesforce, Adobe Analytics).
• Outstanding collaboration and stakeholder management skills.
• Excellent communication skills with the ability to articulate complex concepts in an engaging way.
• Results oriented and able to craft clear and focused strategy to achieve success metrics.

Please note that applications will be reviewed in January 2025.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.