Process Review Project Lead - Customer Feedback (6 months fixed term)

Process Review Project Lead – Customer Feedback 
6 months fixed term contract
Full time (34.5 hours)
Location – Hybrid split between home and a Macmillan office (see what this looks like in the advert text)
£47,000 - £52,000 per annum

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role

Delivering an exceptional customer experience is vital to how we support people living with cancer and the wider communities we serve.  To ensure feedback is used to keep improving how the Customer Experience team operates, we have a fantastic opportunity in the team to lead a review on how Macmillan handles customer complaints, feedback, and compliments, to identify efficiencies and creating and suggesting better ways of working.

In this role, you will:

• Make clear, actionable recommendations to improve how Macmillan captures and acts on customer feedback.
• Design and embed more efficient processes that improve response times and customer satisfaction.
• Develop processes to strengthen ways of working across Customer Experience, Innovation, Services, and Supporter Care.
• Support the Feedback Team Lead to ensure stability and confidence during the change.

About you

We’re looking for someone who has the following key skills and experience:

• A strong knowledge and understanding of Office systems, CRM and processes, including databases and the ability to extract and manipulate data.
• Strong experience of designing and mapping processes.
• Experience of leading and managing operational teams.
• Project management skills and methodologies, and their application (with preferable experience of Value Stream Mapping (LEAN methodology)).
• Strong ethics, focused on treating customers fairly (with preferable experience of managing customer complaints and customer feedback).

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

About hybrid working in this role

We have three offices; our Head Office in London and two workspaces based in Shipley and Glasgow.  The current team meet in Shipley once per week, however this arrangement can be discussed with the hiring manager at appointment and is dependent on your own allocated office base. 

Recruitment Process

Application deadline is 23:59 on Sunday 16 November 2025

Interviews will be held w/c Monday 24 November 2025.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments.

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.