Operational Process Consultant - France

Key Responsibilities

• Analyse operational processes, customer journeys and performance data to identify improvement opportunities, supported by operational evidence and business insights.
• Lead operational workshops, process reviews and stakeholder discussions to gather requirements, challenge existing ways of working and build alignment on future-state solutions.
• Produce operational process documentation, business process models and impact assessments to support decision making and ensure consistent operational governance.
• Identify opportunities for automation, process optimisation and tooling improvements, maintaining a pipeline of initiatives in partnership with Automation, Product and Technology teams.
• Monitor operational performance following implementation, validating business outcomes, gathering frontline feedback and recommending continuous improvements.
• Identify operational risks associated with process, tooling and automation changes, ensuring mitigation actions are considered prior to implementation.
• Build strong relationships across Product, Technology, Automation, Compliance and Customer Operations teams, influencing solution design to ensure operational practicality and long-term scalability.
• Promote operational excellence by sharing best practice, reusable solutions and lessons learned across markets and the wider Operations Automation team.
• Own the operational delivery and implementation of agreed process improvements, working with Product, Technology, Automation and Customer Operations teams to ensure changes are delivered successfully and embedded into the French Operations organisation.
• Provide regular updates to senior stakeholders on the French Operations improvement portfolio, communicating progress, risks, dependencies, implementation status and realised business benefits.

Experience, Knowledge and Skills

We're looking for someone with a strong understanding of Customer Operations who enjoys improving processes and working with others to solve operational challenges.

Must Have

• Experience working within Customer Operations or a similar operational environment.
• Strong analytical and problem-solving skills.
• Ability to build relationships and collaborate across teams.
• Confidence communicating ideas and facilitating discussions.
• Fluent in French and English.

Desirable

• Experience supporting process improvement, automation or business change.

Expected Behaviours

• Take ownership of improving operational processes and representing the needs of French Operations throughout business change.

Must Be

• A collaborative communicator who builds strong relationships across teams.
• Curious and analytical, with a passion for solving operational challenges.
• Confident challenging the status quo with practical, evidence-based recommendations.
• Well organised, proactive and able to manage multiple priorities.
• Positive, customer-focused and committed to living our FDJ values.