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Process Improvement Specialist
2 months ago
About the Role:
The Process Improvement Specialist is responsible for leading initiatives to drive customer and agent experience for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify, develop, and deliver process improvements, and solve problems at scale. This is always with the aim of improving the customer and agent experience at Deliveroo, while protecting our reputation and minimising our exposure to financial and regulatory risk.
Key Responsibilities:
- Designing and documenting agent processes to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
- Collaborate with cross-functional teams to analyse existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
- Develop and maintain process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
- Lead analysis and investigations into key metrics, leveraging data-driven insights to identify opportunities for improvement and automation, and prioritise initiatives effectively.
- Assess and prioritise incoming work in-line with business objectives to ensure all work is intentional and impactful.
Requirements:
- Proven experience of designing processes, preferably within a contact centre environment.
- Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and operational teams.
- Proven experience of working on a global scale or in a complex, fast-paced environment.
- Strong attention to detail is essential.
- Experience in working cross-functionally and creating strong relationships with external stakeholders.
- Understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
- Working proficiency in a second language is desirable.
- Be part of a 24/7 on-call rota, on-call roughly 2 weeks per quarter.
Why Deliveroo:
Deliveroo is a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a dynamic and fast-paced company that values autonomy and ownership. We are always looking for new ideas and are committed to diversity, equity, and inclusion in all aspects of our hiring process.
Workplace & Benefits:
At Deliveroo, we prioritise the welfare of our employees and offer a range of benefits, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances. We also offer time off to support a charitable cause of your choice.
