Service Improvement Executive

Goodlord's mission is to be the gold standard platform for renting, and we're on the hunt for a Service Improvement Executive, reporting directly to our Head of Support and Onboarding to help us achieve this. We're looking for a highly analytical and pragmatic Service Improvement Executive to help make our customer support operation work smarter. You'll use data to uncover inefficiencies, understand where our teams are spending their time and identify opportunities to improve our customer experience. A key part of your role will be unblocking operational bottlenecks, using data and insight to spot trends, understand root causes and find practical ways to keep things moving. You'll own the end-to-end improvement cycle, using our core philosophy of Measure, Identify, Improve and Automate. From spotting gaps in our data to mapping resource expenditure and implementing AI-driven solutions, you'll be a driving force behind improving how we operate. No two days are ever the same at Goodlord, so what you'll be up to will vary. The pace we move at also means priorities can change, and you'll need to be comfortable with this (we'll support you!) But these are the things that will be core to your role and will keep you busy. The Day-to-day Stuff

• Measure: You'll own the data behind our support operation, making sure we have the right information to understand what's happening across our customer journeys. You'll dig into contact trends to understand who is contacting us, what they need help with and when, using data to identify patterns, opportunities and areas for improvement.
• Identify: You'll look at how our teams spend their time and break complex processes down into smaller tasks to understand where the biggest bottlenecks are. You'll use this insight to identify where we can improve efficiency, remove unnecessary work and make better use of our resources.
• Improve: You'll turn your findings into practical solutions. Whether that's improving a process, introducing a new way of working or finding a smarter workaround, you'll use data and customer insight to design improvements that make a genuine difference. You'll balance efficiency and cost saving opportunities with the quality of the customer experience, making sure we don't improve one at the expense of the other.
• Automate: You'll explore how AI, automation and other technology can help us work smarter. You'll assess potential tools based on their effectiveness and value, and take ownership of implementing solutions that can streamline our support operation and improve the customer experience.
• Stakeholder Management: Act as an internal advocate for process changes. Pitch new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout.