Service Improvement Manager

Allwyn UK

Service Improvement Manager responsible for enhancing player and retailer experiences at Allwyn UK. Leading strategy implementation and managing projects within Customer & Retail Care.

Posted 5/26/2026full-timeWatford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

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Applicant Tracking System Keywords

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Hard Skills

process improvementLean Six Sigmatransformation designproject managementbusiness readinessrequirement gatheringBPMAI deploymentdata analysisrisk management

Soft Skills

presentation skillsattention to detailworkshop facilitationstakeholder engagementcommunicationstrategic thinkingproblem-solvingcollaborationleadershiporganizational skills

Industry Keywords

customer service strategyself-service channelsfirst contact resolutionprocess documentationcompliancecustomer experienceoperational optimizationportfolio managementdepartment processesbusiness transformation

About the role

Key responsibilities & impact

The role will identify and deliver enhanced experiences for players and retailers by:
Take a leading role in creating and implementing a strategy to reduce and eliminate the need to contact through deflecting contact to self-service channels (website and chatbot) and driving first contact resolution on all channels. Embedding departmental ways of working in regards to experience and ensuring these are validated
To own a portfolio of projects (initiated both within Customer & Retail Care and from the wider Allwyn organisation)
To support the Business Transformation Manager shape and champion the customer service strategy both within the department and to senior stakeholders across the Digital and Retail channels and internally to Customer & Retail Care.
Be a subject matter expert on all department processes to help inform future changes
Function reviews to optimise the operation
Process and knowledge management documentation to agreed business standards
Risk and compliance consideration for the department
Workshop facilitation both within the department and externally (to support the deliverables above)

Requirements

What you’ll need

Experience in process improvement methodologies and techniques (for example Lean Six Sigma)
Some transformation and strategy design experience
Project Management skills
Business and Change Readiness skills (including requirement gathering and validation)
BPM (architecture, standards and mapping skills)
Experience in AI deployment desirable
Strong presentation skills (both creating and delivery)
Experience in working with reasonably large data sets independently (and supported by data teams)
Eye for detail (to support testing, risk management and compliance)

Benefits

Comp & perks

Company Bonus Scheme
Matched pension contributions up to 8.5%
26 days annual leave + 2 Life Days (and bank holidays)
Single Private Health Cover
Complimentary Private Medical
Income Protection
Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes.
Enhanced Family Leave (Maternity, Paternity, Adoption)
Wellness Allowance £500
Employee Assistance Programme
Discounted Health Assessments
Volunteering Days
Matched Funding