Job Description

You’ll be travelling weekly to our UK offices.

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We encourage change, have a challenger mindset, foster innovation and nurture a welcoming, inclusive and supportive community. In this environment we allow you to bring your best-self to work every day, helping you to achieve your goals, grow your career and reach your full potential.

We’re a Times Top 50 Employer for Women; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone. 

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a competitive salary depending on experience + a car allowance, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

We believe we deliver our best when we work together. It’s the way we do things, trusting and giving our people the autonomy to manage their own day-to-day, promoting wellbeing, whilst still prioritising time together with our colleagues to connect, collaborate and share our ideas.

How you’ll change it up

Joining our Operational Change team as the Head of Process & Service Design, you’ll play a crucial role in helping us to optimise and enhance internal processes and customer-facing services to ensure efficiency, drive operational excellence and enhance customer satisfaction, all whilst achieving business objectives. Day to day, this is some of what you can expect to be doing:

• Building, improving, and renovating internal processes for a customer focused digital environment
• Supporting stakeholders in Identifying key areas for process improvement or digitisation
• Total focus on customer experience throughout the process improvement or development, specifically in the digital environment
• Looking holistically at the business to ensure all areas are considered in the process
• Using data analysis first, as well as operational insight to drive decision making and process improvement or build areas

What you’ll bring to the role

You’ll already have proven experience in process improvement and service design, as well as strong track record leading cross-functional teams. You’ll also have the following:

• Excellent analytical and problem-solving skills
• Excellent business analytical and problem-solving skills
• Strong interpersonal and relationship building skills
• Knowledge of relevant industry best practices with experience of technology driven change
• Leadership and team management experience 
• Thought leadership and strategic mindset combined with a hands-on approach to delivery

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

Our people have a wide range of experiences and perspectives – and it’s this diversity of thought that makes us who we are.

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

Additional Information

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing careers@cityfibre.com. We’re here to support you in changing up your career.