We’re looking for a Continuous Improvement Manager to design and evolve simple, intuitive and effective end-to-end customer journeys that make life easier for our customers and for our teams. You’ll champion self‑service, reduce unnecessary contact, drive efficiency, and help us deliver brilliant experiences every time.
What you will be doing...
- Map out current and future customer journeys across holidays and owners
- Identify where friction, complexity or duplication is getting in the way
- Interpret customer data and insights to deep dive into the root cause and tell the story of how we will make an impact
- Create clear customer flows, handoffs and service propositions
- Design customer touchpoints, moments that matter and frameworks that enable the customer journey
- Work collaboratively with policy, legal, digital and operational teams to remove barriers
- Ensure everything we design - from language to process - is crystal‑clear and customer‑centred
- Support test‑and‑learn activity based on genuine customer behaviour
- Own the product roadmap for self‑serve and automated journeys
- Translate service design thinking into product outcomes and prioritised backlogs
- Partner closely with digital, automation and operational delivery teams
- Use data and insight to drive adoption, completion and continuous improvement
- Design journeys that help customers achieve their goals, seamlessly
- Balance experience, technical feasibility and operational capacity
About you...
- Driven, energetic and motivated by achieving great outcomes
- A confident facilitator with strong problem-solving skills
- Experienced in service design, journey mapping and product management
- Comfortable working in complex or regulated environments (advantageous)
- Skilled at balancing customer needs with commercial and operational realities
- Data‑driven, curious and experimentation‑minded
- Great at stakeholder management and prioritisation
- Strong in presenting, pitching and bringing others on the journey
- Experienced working alongside service design, digital and operational teams
- Knowledgeable about retail, leisure or travel environments (a bonus!)
So, why Parkdean Resorts?
Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:
- The chance to develop your skills and boost your career across our 65 parks – we’ve got your back when it comes to training!
- You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
- A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
- A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
- Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you. We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come.
Are we the right fit for you?
At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way.
Our parks create meaningful memories for our guests and know that great service is more than a smile - it’s understanding the value of every moment. Because it’s not just what we do, it’s who we are. Join a team that puts heart into every holiday. Be the Heart of the Park.
Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.
We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Holly at Holly.Baldwin@parkdean-resorts.com.
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