The Opportunity:
This an exciting opportunity to influence and evolve our customer service strategy and drive operational excellence, including process, policy and behavioural change. The focus is on making real-life operational improvements to drive efficiencies for our customers, restaurant partners and our business. You will be accountable for all our processes, policies, and strategic roadmap delivering measurable KPI improvements to meet monthly targets.
The Senior CI Specialist will report to the regional CI Lead and will be dotted line reporting to the local head of CS as one of the CS management members.
You will work closely with business improvement teams, P&T, WFM, and Ops leadership to identify key improvement opportunities and ensure initiatives are prioritised and delivered into the Operation. Senior stakeholder engagement is essential; you will be as comfortable talking to CS Advisors as and Operational experts as you will be engaging with cross-organizational local and global leadership teams.
Key Responsibilities:
Local owner of all policies and processes that guide CS Advisor interactions with Restaurant Partners, Customers, and Delivery partners ensuring a close alignment with Global process and policy standards
Responsible for the recommendation of CS priorities and medium-term customer service strategy (including the operations target operating model)
Accountable for the customer experience strategy across all Lines of Business
Development of Operational Excellence programs, with full responsibility for budget and implementation
Builds and embeds a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organisation
Proactively address problem areas and improve efficiencies in meeting business goals and timelines
Work very closely with other JET teams (e.g. Product, Tech, delivery ops, Sales) to ensure joined-up policies and processes are developed and implemented.
Being part of global community of CI Specialists and actively contributing to the global team development with continuous best practice / knowledge sharing.
Previous Customer Experience Management/ Customer Improvement manager roles are vital
Experience driving continuous improvement initiatives ideally delivering tangible business impact in a fast paced CS environment
Lean Six Sigma qualification with Green belt / Black belt level-is desirable
Project management and/or business analysis experience is beneficial
Action/delivery oriented and pragmatic decision-maker
Proven ability to identify process improvement opportunities and fix them
A natural influencer and collaborator, at ease with complex and matrix organisational structures
Able to take the lead and develop programs that cut across multiple departments
Excellent stakeholder engagement, influencing, and communication skills
Must be able to blend strategy with pragmatism and flex according to situation and priorities
Team player who is able to lead by example and role model our values.
