Business Excellence Lead

At Bionic , we’re on a mission to make it radically easier to run a small business. As the UK’s leading business comparison and switching service, we help thousands of small and medium-sized businesses save time and money on essentials like energy, broadband, insurance, and finance.

We combine smart technology with real human support to match our customers with the best deals – quickly and effortlessly. With trusted partnerships including Compare the Market, Uswitch for Business, and MoneySuperMarket , we're committed to help SME's get the best deals for their business essentials every time.

The Role

We’re looking for a Business Excellence Lead to drive continuous improvement and operational excellence across our Outbound business in Luton. In this role, you’ll shape and optimise business processes, boost efficiency, and help us deliver exceptional results for our people, customers, and partners.

You’ll work closely with teams across Sales, Service, and Technology to spot opportunities, build strategic roadmaps for change, and ensure new processes and tools land smoothly within the business.

This role is based in our Luton office on a hybrid basis (3 days a week in-office) , with occasional travel to our London office (monthly).

Key Responsibilities :

Reporting to the Head of Business Excellence, you will be responsible for :

• Define, track, and monitor key performance indicators (KPIs) across Sales and Service, using insights to drive targeted improvements within teams.
• Standardise processes across the business through clear process maps, SOPs, and documentation that support consistency and efficiency.
• Refine policies to deliver outstanding outcomes for our people, customers, partners, and revenue goals.
• Develop and implement strategies that drive operational excellence, revenue growth, and customer success.
• Foster a culture of engagement and high performance, helping teams to thrive and deliver to the highest standards.
• Lead change initiatives, ensuring smooth adoption of new processes, tools, and technologies across the business.
• Build and maintain governance and change control structures in collaboration with Legal and Compliance to support continuous improvement.
• Oversee the full improvement lifecycle - from mapping and analysis through to optimisation, rollout, and ongoing monitoring.
• Champion the adoption of digital tools that simplify the sales or service agent experience, backed by accurate data and strong governance.
• Work closely with training teams to shape training material and roadmaps that support operational readiness.
• Take the lead on business readiness activities, ensuring teams are fully prepared for upcoming changes.
• Be a key driver in transforming the customer experience, aiming for best-in-class NPS and Trustpilot scores.
• Monitor compliance performance and ensure full adherence to company standards and regulatory requirements.

What We’re Looking For

Desirable Skills & Experience

The interview process

About Bionic Group

Bionic has over 600 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing 🌱

Taking time away from work 🏖️

Family matters : for the special moments 🏠

Financial wellbeing 💸

Recognition 🌟