Process Lead - 39 hours

Ref: 26150

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3RN


About the Role

We are seeking a Process Lead who is accountable for optimising the colleague utilisation of the new omnichannel digital platform, driving continual improvements to help create a best-in-class digital pet care experience for our consumers.

In this role, you will be expected to act as a champion and internal expert regarding set up, data, processes, and workflow. You’ll define and implement the new colleague business systems and processes, ensuring they are documented, robust and aligned with business goals and that all colleagues who use them are effectively trained. You’ll support the vision and roadmap, working with vendors to understand new capabilities, stakeholders to identify and resolve pain points and Product Owners to support delivery of new consumer and business features.

Key Responsibilities

  • Support developing the roadmap and functionality for colleague solutions gathered from stakeholder feedback, opportunities identified from vendors and supporting the delivery of new consumer features with the Product team
  • Responsible for establishing insight-led product discovery and requirements and ensuring that these are established collaboratively across the wider team
  • Accountable for building the value case and objectives for the colleague development to aid prioritisation, functionality, and sequencing
  • Ensuring Enterprise solutions are implemented that can be expanded over time to accommodate wider business use
  • Ensuring the transition and demise of legacy systems
  • Manages the Product Backlog for colleague developments, collating and prioritising the requirements so they can be fed into the overall Product roadmap and backlogs
  • Accountable for creating user stories and ensuring stories are “ready” for development to start
  • Accountable for ensuring each story has the correct acceptance criteria
  • Work with cross functional team to sign off on product developments
  • Implement the associated business readiness activities needed for product launches
  • Prioritise defect or bug resolution
  • Effective hand over to Marketing, Trading, Digital Operations, Vets, Grooming, Pet Care Centres, and the IT Support teams
  • Performance measurement to see if the results have been achieved and recommend further enhancements
  • Accountable for ensuring that the new Colleague systems and processes/workflows are documented, signed off and handed over and can be change managed going forwards
  • Ensure timely training is conducted for the business teams as new functionality and processes are deployed
  • Conduct reviews with colleagues to assess improvements to bring into the product backlog for enhancements
  • Work collaboratively with others to develop effective working practices throughout the product development lifecycle.

About You

Educational Qualifications – Essential:

• Degree or equivalent qualification (BTec/HND etc.)


The role requires:

  • Expert in developing and implementing new processes and workflow.
  • Experience in working in a Digital environment; setting objectives, defining requirements, prioritisation and measuring delivery.
  • Proven track record of identifying, implementing, and delivering change across complicated organisation structures.
  • Strong customer and colleague focus and a proven record of delivering against customer and colleague needs and objectives.
  • The ability to analyse complex scenarios and find suitable solutions.
  • Experience in user story design, estimation, and planning.

To perform this role to the standard expected the role-holder will be:

  • Keen eye for detail and be comfortable with systems, data, and process.
  • Able to build relationships with all stakeholders including the delivery team members but provide sufficient gravitas to make the big decisions when needed. This requires clear communication and strong negotiation skills with an ability to translate business (Customer) needs into technical speak and vice versa.
  • Able to hit the ground running and exhibit immediate credibility in any new situation.
  • Open, collaborative, and able to act as a conduit for others’ ideas as well as their own.
  • Ability to work across different internal functions and external providers. A relationship builder who can use their interpersonal skills to build trust and develop rapport with their counterparts.
  • Showing the motivation, desire, and ability to work in a fast-paced, rapid environment.
  • Results driven, obsessing with driving improvements and be action orientated.

If you are passionate about optimizing digital platforms and enhancing the digital pet care experience, we encourage you to apply. Join us and be a part of a team dedicated to innovation and excellence.


Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!


About the Pets at Home Group

Pets at Home Group Plc is the UK’s leading pet care business; our commitment is to make sure pets and their owners get the very best advice, products, and care. We have over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. Our business is fast-paced, innovative and fun and it's our people that make the real difference. This is a fantastic opportunity to come and work for an award-winning company who put people at the very heart of everything they do.

Organisation: Pets at Home

Date Posted: 03-07-2024

Expiry Date: 05-08-2024