Continuous Improvement Lead

6 months ago

London, United Kingdom Gousto Full time

Company Description

Here at Gousto, we are on a mission to become the most loved way to eat dinner

Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.

Go Gousto

**Job Description**:
**Role**:Continuous Improvement Lead

**Location**:London HQ, we offer a mixture of office & hybrid working

**Employment Type**:Permanent, Full Time
- Our award winning Customer Care Team supports our Customers 7 days a week, therefore this role will require some weekend support throughout a month_

At Gousto we have a brand new opportunity within our award winning Customer Care Team in the form of a Continuous Improvement Lead. Reporting into the Head of Customer Care, you will play a key role that will help drive operational efficiencies, elevate customer experience and directly support in shaping the broader Customer Care strategic roadmap.

As the Continuous Improvement Lead, you will use your analytical skill set, analyse qualitative and quantitative data to identify and execute improvement initiatives for Customer Care Agent facing processes, optimise our compensation policies, and drive customer experience improvements across the department. You will do so by working closely with stakeholders in all functions within Customer Care, the wider business and third party partners.

**CORE RESPONSIBILITIES**:

- Harness our wealth of Customer Care data to identify areas for improvement using quantitative and qualitative data to create effective concepts, solutions & strategies for continuous improvement, working with various stakeholders across the business to drive impactful change
- Work with key stakeholders to build a continuous improvement environment to support an ongoing programme of change
- Develop and execute action plans that result in quality, productivity, and cost savings by eliminating wasteful or ineffective processes and procedures
- Identify and execute value-add opportunities within the Customer Care team to support wider business strategy
- Lead and become a cultural advocate for initiatives to improve colleague efficiency, experience and engagement by understanding the colleague journeys and how they are impacted by process, policy & technology
- Improving Customer Experience and Customer Satisfaction within the sphere of Customer Care by understanding the Customer Journeys, policies and business processes and workflow to establishing causal factors, failure points, trends and issues
- Work with our data teams to continuously assess and optimise our foundational data sources to enable richer understanding of customer and agent opportunities
- Partner with different functions of Customer Care to drive improvement initiatives touching all areas from improving performance management reporting, refining forecasting, optimising systems and supporting Training & Quality initiatives

**Qualifications**:
**WHO YOU ARE**:

- Good analytical skillset, previous experience using SQL would be highly beneficial although not essential
- Previous experience of driving process or continuous improvement
- A track record of making both impactful tactical & strategic change with demonstrable outcomes within Customer Care
- Experienced track record in using data to identify areas for improvement and solution deployment
- Ability to effectively communicate to non-technical stakeholders and influence their decisions with data
- Sound understanding of statistical methodologies
- Previous experience working for a FMCG, Retail, Ecommerce, D2C or consumer business
- Ability to work in a fast paced environment

Additional Information
**Equal opportunities**

Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.

Go Gousto

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