Global Cs Head of Strategy, Process and Policy

3 months ago

Houghton le Spring, United Kingdom Just Eat Takeaway.com Full time

**Location**:Sunderland or Amsterdam

Closing Date: 19.02.24

**Ready for a Challenge**

**About this role**:
This role is the driving intellectual force that will help create a sector-leading customer service experience across all JET markets.

This an exciting opportunity to be the leading voice in the design, creation and implementation of our Global CS Experience. This role will include responsibility for strategy, process, policy and tooling, setting up CS for success.

The focus is on making real-life operational improvements to drive exceptional experiences, to create insight to influence the CS agenda globally and to bring together the very best practices across all markets.

You will be accountable for the CS strategic roadmap, delivering measurable KPI improvements to meet monthly CS targets. You will manage tactical delivery with longer term strategic programme design and delivery and must be able to blend strategy with pragmatism and flex according to situation and priorities.

Your role will be to manage senior stakeholders including the Regional Operational Directors in CS. You will be accountable for setting the CS agenda globally and bringing it to life.

You will work closely with the Country Management teams, Data / BI teams, P&T, WFM, and Ops leadership to identify the priorities and then engage our Delivery & Change specialists to ensure initiatives are prioritised and delivered into the Operation. Senior stakeholder engagement is essential; you will be as comfortable talking to agents and Operational experts as you will be engaging with cross-organizational leadership teams.

**These are some of the key ingredients to the role**:

- Previous experience in leading a team of senior managers and experts in Operational Excellence e.g. Process and Policy managers, Business Improvement professionals and Subject Matter Experts
- Previous Strategy Design experience. Ideally within a tech company
- Action/delivery oriented and pragmatic decision-maker.
- Proven ability to identify experience improvement opportunities and fix them proactively
- Ability to manage tactical delivery with longer term strategic programme design and delivery - Must be able to blend strategy with pragmatism and flex according to situation and priorities.
- 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.
- Will be able to lead matrix teams with respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
- Knowledgeable in business improvement and CI tools, techniques and approaches to coach and mentor a team.
- Professional Business Improvement training required

**What will you bring to the table?**
- Design and execute the Global Customer Service Experience Strategy
- Owns the e2e Customer Service journey experiences globally
- Responsible for commercial, people engagement and service experience targets
- Building and managing senior stakeholder relationships internally and externally

**At JET, this is on the menu**:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

**Inclusion, Diversity & Belonging**

**What else is cooking?**

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

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