Process Innovation Specialist
21 hours ago
We're seeking a seasoned professional to drive operational excellence and customer satisfaction.
This role involves owning business problems within the service journey and designing future-state workflows that revolutionize operational effectiveness.
The primary goal is to identify opportunities for entirely new processes or fundamental shifts in existing ones, driving 0-1 initiatives rather than incremental gains.
- Simplify complex systems, reduce handoffs, and eliminate waste through strong process thinking and a bias towards radical change.
- Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
- Lead discovery, facilitation, and cross-functional problem-solving with a focus on groundbreaking solutions.
A successful candidate will be passionate about building excellent, scalable systems that represent a paradigm shift, not just optimizing existing tools. They should also be comfortable leading discovery, facilitation, and cross-functional problem-solving with a focus on groundbreaking solutions.
Required Skills and Qualifications:
- 3–5 years of experience in service operations, continuous improvement, or CX strategy, with a proven track record of driving 0 to 1 initiatives.
- Strong business judgment and the ability to connect customer experience outcomes to operational mechanics and bottom-line impact through innovative approaches.
Benefits:
- Comfortable working in a dynamic environment with a focus on process innovation.
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