HR Process Design & Improvement Lead

Why this job matters

Reporting to the Service Excellence Programme Manager, this critical role drives continuous improvement and optimisation of global HR Services, supporting key pillars within the CX and D strategy. You’ll play a key role in enhancing HR process efficiency, compliance, and performance.

As an HR Process Design & Improvement Lead, you’ll be responsible for analysing, designing, and implementing streamlined HR processes. You’ll own initiatives that address organisational boundaries and enhance existing workflows.

We’re looking for a strategic process design and improvement specialist with practical Lean Six Sigma (DMAIC) experience or similar methodologies. A strong background in HR, process design, and control implementation is essential, along with a passion for driving organisational excellence.

You’ll identify areas for improvement, provide evidence-based assessments, and offer actionable recommendations to optimise HR and business operations. With a focus on innovative solutions, you’ll ensure effective process changes that enhance global colleague experiences, improve services, and support cross-functional and commercial success.

This role manages multiple projects simultaneously, so you’ll need excellent multitasking skills and the ability to engage with diverse stakeholders to drive results across dispersed teams.

What you’ll be doing

HR Process Design: Lead the development and optimisation of HR processes to enhance operational efficiency and effectiveness.

Continuous Improvement: Identify opportunities for process improvements and drive initiatives to streamline HR operations, enhancing the colleague experience.

Stakeholder Collaboration: Work closely with HR leaders, business units, and other stakeholders to understand needs, ensure alignment of HR processes with organisational goals, and implement recommendations.

Risk Management: Assess and mitigate risks associated with HR processes and controls.

Training and Development: Provide guidance and training to HR staff on new processes and controls.

Performance Monitoring: Establish testing, metrics, and KPIs to monitor the effectiveness of HR processes and controls.

Project Management: Lead and participate in projects through planning, execution, engagement, documentation, and monitoring of project/program work.

Mentorship: Mentor other Process Design & Improvement professionals, enhancing team capabilities and establishing a centre of excellence for continuous improvement (CI).

Skills and experience

• Bachelor’s degree in Human Resources, Business Administration, or a related field (or equivalent experience).
• Extensive experience in HR process design, controls, and continuous improvement, with hands-on application of Lean Six Sigma (DMAIC) or similar methodologies.
• In-depth knowledge of HR regulations and compliance standards.
• Strong analytical and problem-solving abilities with a proven track record in identifying and implementing effective solutions.
• Project management experience with a demonstrated ability to manage complex initiatives from inception to completion.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders at all levels.
• Proficiency with HR software and systems; experience with ServiceNow HRSD is a plus.
• Skilled in cross-functional leadership, with experience managing multiple projects simultaneously and achieving aligned results.
• Sound decision-making skills, with the ability to clearly communicate rationale and effectively engage teams in driving change.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Up to a 10% on-target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A Few Points to Note:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don't meet every single requirement?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.