Process Design & Improvement Lead

More and more people are choosing to learn English.

When they do, they become part of an international community of English language learners. We are proud to be at that community's heart.

Our learning materials are trusted by millions of teachers, educational institutions, parents, and learners worldwide. They can teach and learn on their own terms, make progress, and achieve their goals.

Together, we move English language learning forward.

About the Role

As our new Process Design & Improvement Lead, you will shape and optimise end‑to‑end assessment processes that enable Oxford English Assessment to scale efficiently, consistently, and with an excellent customer experience. This role focuses on turning complex, manual workflows into clear, standardised, and increasingly automated systems that support high‑quality delivery and low cost‑to‑serve.

You will work closely with colleagues across Customer Experience, Change, Technology, Product, and Operations to embed systems thinking, automation, AI‑enabled optimisation, and data‑focussed decision making. The goal is simple, streamlined processes that reduce friction for partners, institutions, and test takers.

Core areas of impact:

• Designing and improving key assessment journeys, including onboarding, delivery, results, content production, and support workflows.
• Identifying opportunities for automation and shaping scalable digital solutions.
• Modelling performance, capacity, and cost‑to‑serve to guide strategic decisions.
• Establishing a consistent continuous‑improvement framework.
• Integrating customer‑experience insights into operational design.
• Facilitating cross‑functional collaboration to ensure new processes are adopted and sustained.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

• Significant experience in process design, operational improvement, or business transformation.
• Proven ability to redesign complex, cross-functional workflows.
• Strong analytical and systems-thinking capability.
• Experience working with digital platforms and automation initiatives.
• Excellent stakeholder management and facilitation skills.
• Ability to operate credibly with senior leaders.
• Familiarity with Lean, Six Sigma, BPM, or similar methodologies and experience in having applied them.
• Exposure to AI-enabled or data-driven process optimisation.
• Proven change leadership experience, particularly in guiding & supporting teams through transformation and embedding lasting process and behaviour change.
• Experience in education, assessment, professional services, or regulated environments is desirable, as is experience supporting large-scale growth or transformation programmes.

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

This role comes with the added benefit of private medical insurance and a management bonus.

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.