Senior Continuous Improvement Specialist

Hungry for a challenge?

That’s good, because at Just Eat Takeaway.com (JET) we have abundant opportunity or as we say, everything is on the table. We are a leading global online food delivery marketplace. Our tech ecosystem connects millions of active customers with hundreds of thousands of connected partners in countries across the globe.

Our mission? To empower every food moment around the world, whether it’s through customer service, coding or couriers.

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
  
  

Skills And Experience We Need From You

• 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
  
  

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

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colorful selves to work every day.

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.

Are you ready to take your seat? Apply now!