Customer Experience & Continuous Improvement Specialist

Are you passionate about improving customer experiences and driving meaningful change? Do you enjoy collaborating with people across different teams to deliver smarter, more efficient ways of working? If so, this is an exciting opportunity to grow your career within one of Northumberland’s largest and most successful manufacturing employers.

As a Customer Experience & Continuous Improvement Specialist at EGGER, you’ll play a key role in shaping how our customers interact with us helping to refine processes, support digital tools, and ensure that every experience reflects the high standards we’re known for. This is a varied, hands-on role with plenty of scope to learn, influence, and develop.

City: Hexham (UK)    Contract Type: Full-time     Job-Code: 6442   Department: Customer Service  

What you’ll do

In this role, you will:

Lead and support improvement projects

• Take the lead on customer-facing improvement initiatives, working collaboratively with internal departments and customers.
• Manage internal commercial improvement projects, partnering with colleagues and managers across the business.
• Deliver training and coaching to support positive change.

Drive continuous improvement

• Monitor the outcomes of improvement projects and provide clear, ongoing reporting.
• Act as the SAP Key User for the UK Customer Services and Commercial teams—supporting group-wide projects and identifying opportunities to enhance efficiency and customer experience.
• Contribute to the development of future ideas and initiatives that optimise our systems, processes, and customer journey.

Support digital customer tools

• Assist with EDI and Customer Portal developments, ensuring smooth operation internally and externally.

Gain cross-functional experience

• Work closely with our Sales and Marketing teams on joint projects to broaden your business understanding.
• Help to host factory tours for customers and key stakeholders.
• Attend customer meetings as part of ongoing projects designed to improve EGGER processes and enhance customer satisfaction.

What we’re looking for

You’ll thrive in this role if you bring:

• Confident use of Microsoft Office, especially Word, Excel and Outlook.
• Strong organisational skills, with the ability to plan and work to deadlines.
• Great interpersonal skills and the ability to collaborate effectively.
• Good coaching and influencing abilities.
• Excellent written and verbal communication.
• Confidence in presenting to both internal teams and customers.

If you’re enthusiastic about improving processes, curious about how things work, and motivated by making a difference to the customer experience, we’d love to hear from you.

What we offer

Join Northumberland’s largest family-owned manufacturing employer, where people, safety, wellbeing, and sustainability sit at the heart of everything we do. At EGGER, you can expect a rewarding and diverse role, access to modern tools and technology, and ongoing professional development to support your career growth.

Benefits include:

• A competitive salary and pension scheme (including Life Assurance).
• Private Health Cash Plan.
• Annual Christmas bonus and festive gift.
• Annual lifestyle and wellbeing checks.
• The opportunity to work for an international business operating across 11 countries.
• 26.5 days holiday plus bank holidays.
• Enhanced maternity and paternity leave.
• Subsidised school holiday kids clubs.
• An employer focused on environmental responsibility and sustainability.
• Tailored training and career development.
• A range of employee wellbeing initiatives.
• On-site restaurant and free weekly fruit.
• Free parking in a secure staff car park.

Application deadline is 11 February 2026

Your Contact

Philip Maloney, HR, T +44 1434 613361