Senior Process Improvement Specialist

vor 5 Monaten

Berlin, Deutschland GetYourGuide Vollzeit

**About GetYourGuide**:
GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, travelers from over 170 countries have booked more than 80 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

**Team mission**:
Customer Experience (CX) team mission is to understand pain points in a customer's journey and need to make them easily accessible or to empower the GetYourGuide team to make user-centric decisions. Our goal is to serve as the customer advocate throughout the end-to-end journey.

**About the role**:
We are looking for an enthusiastic Senior Process Improvement Specialist to join our Customer Experience Team within Care, with a primary focus on driving process improvement initiatives and customer experience projects within the Care Service function. This role supports diverse projects and programs that enable the customer support team to grow and establish process standardization, optimization, and innovation while delivering an excellent and efficient customer experience.

You will be the main point of contact for all process, communication and product changes within Care customer support and communication. You will work within Care and other GetYourGuide teams to define business needs, translate them into process requirements, flows, and quality standards, and create data management systems to provide feedback, metrics, and visibility.

This role will report to the Process Improvement Manager and is Berlin-based.

**You will**:

- Analyze, specify, design and develop Care Service policies and procedures with regard to customer experience, quality, and continuous improvement activities.
- Establish, maintain, and revise policies and procedures to further enhance our Care channels and processes in close collaboration with our quality team, training and operations.
- Identify and drive process improvement projects based on KPIs and changes undertaken by other teams within GetYourGuide
- Be constantly looking for improvement opportunities within GetYourGuide processes that impact experience and efficiency
- Implement process improvement using project management methodology and deploy solutions, for all customer-facing teams.
- Champion of Change management - advocate for and promote the change from within, and are instrumental in the implementation of the change
- Support the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
- Act as a source of process expertise for direction, training, and guidance for Care or wider GYG
- Create and maintain work instructions for all Customer Service processes and procedures to further enhance our Care channels
- Create awareness with internal and external stakeholders in understanding their impact on customer process and customer experience
- Builds relationships with cross-functional CS and broader stakeholders

**Who you are**:

- A Bachelor's degree from an undergraduate institution
- 2+ years of experience in process optimization
- A passionate and customer-focused mindset and drive to deliver service excellence
- Change management or LSS
- Experience with CRM tools like Zendesk as well as LMS tools
- Strong communication skills and ability to interact professionally and efficiently
- Strong organizational skills and superior attention to detail skills
- Excellent problem-solving, critical thinking and analytical skills.
- An outstanding problem solver who is solution-oriented and has a genuine interest in helping
- A high level of proficiency with Google Drive/Office Suite is desirable
- Excellent written and verbal communication skills in English

Even if you don't fulfill every one of these points, but you believe you'd still be a great fit, then we'd been keen to hear from you

**How we set you up for success**:

- Invest in your development with an annual personal growth budget
- Create a comfortable workspace at home with an annual home office budget
- Become a part of our success with virtual stock options
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies

And more...

**We look forward to hearing from you**:
**We are an equal-opportunity employer**:
**Important notice: Protect yourself from recruitment scams**:

- #LI-Hybrid_

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