Process Improvement Specialist

Who are OnBuy?

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

Working at OnBuy

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.

We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.

Job Overview

As the Process Improvement Specialist, your primary responsibility will be to systematically transform all of OnBuy's operations by documenting, analysing, optimising, and automating core processes across all operational areas.

You will leverage AI and LLM tools to accelerate this transformation, focusing on speed of implementation rather than creating traditional documentation. You will focus on mapping existing workflows, designing improved processes, and implementing AI-driven automation to significantly reduce manual effort while improving quality and consistency. Rather than participating in day-to-day operations, you will build scalable solutions that eliminate inefficiencies at their source.

Key Responsibilities

Process Documentation:

• Systematically document all operational workflows across teams, using AI tools to rapidly create a comprehensive knowledge base of current processes, dependencies, and inefficiencies. 

Process Analysis and Design:

• Map existing processes in detail, using AI/LLM tools to quickly identify bottlenecks, redundancies, and improvement opportunities 
• Design improved workflows that reduce manual effort and increase consistency 
• Establish workflow rules for issue categorisation and routing 
• Rapidly create standardised playbooks for consistent execution across teams 

Process Automation:

• Quickly identify and prioritise opportunities for automation across operational processes 

• Aggressively leverage AI to eliminate or transform manual processes 

• Work with technology teams to implement automation solutions 

• Measure and report on automation effectiveness and ROI 

Knowledge Management:

• Efficiently design and implement knowledge base structures for both internal teams and customer self-service, using AI tools to ensure information is accessible and actionable. 

Cross-functional Integration:

• Ensure process designs account for cross-functional dependencies and create clear handoff points between teams, eliminating communication gaps. 

Process Measurement:

• Develop and implement measurement frameworks to quantify the impact of process improvements on efficiency, quality, and customer satisfaction. 

Training and Adoption:

• Create training materials and adoption strategies to ensure new processes are effectively implemented and followed.

Requirements

Essential

• Proven experience in process improvement with demonstrated success in standardising and optimising operational workflows 

• Strong background in process mapping methodologies and tools 

• Experience implementing AI and LLM solutions for process automation with measurable results 

• Excellent documentation skills with the ability to translate complex workflows into clear procedures 

• Data-driven approach to measuring process efficiency and effectiveness 

• Experience with knowledge management systems design and implementation 

• Strong analytical thinking with an ability to identify root causes of process inefficiencies 

• Ability to rapidly implement solutions and deliver quick wins 

• Strong experience with AI implementation for process transformation

Desirable

• A solid foundation in e-commerce or marketplace operations
• Proficiency in workflow management tools and technologies
• Demonstrated experience in crafting self-service solutions for customer satisfaction
• A strong grasp of change management principles to enhance adoption rates

Benefits

The salary on offer for this role is up to £40,000 to £50,000 per annum, depending on experience.

We also offer the following benefits:

• 25 days annual leave + Bank Holidays
• 1 extra day off for your Birthday
• Employee Assistance Programme
• Perks at Work benefit platform
• Opportunities for career development and progression

Plus in return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.

Our Commitment

OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.