Global CS Process Specialist

2 uur geleden


Amsterdam, Noord-Holland, Nederland Just Eat Takeaway Voltijd

About this role

This is an exciting opportunity to shape and evolve our customer service strategy, driving operational excellence through process, policy, and behavioural change. The focus is on delivering tangible improvements that enhance efficiencies for our customers, restaurant partners, and business.

As a Global CS Process Specialist, you will be accountable for our processes, policies, and strategic roadmap, ensuring measurable KPI and experience improvements. You will lead a team of specialists in delivering the pipeline of operational improvements needed to hit annual KPI targets and achieve long-term vision.

Your key responsibilities will include leading a team of process and policy specialists, working closely with Sales, AM's, P&T, WFM, and CS leadership teams to identify priorities and engage Portfolio & Change specialists to ensure initiatives are prioritised and delivered effectively.

Strong stakeholder engagement is essential, as you will be working with global cross-functional leadership teams to provide regular updates and shape our strategy.

The scope of work will range from local CI opportunities to drive experience, quality, engagement, and cost efficiencies to larger strategic programmes & projects.

Key ingredients to success:

  • Identifying opportunities for process improvement related to our global policies and procedures guiding agent interactions with customers, restaurants, grocery, and delivery partners.
  • Contributing to the design of channel and contact strategy across all Lines of Business, including technology and personalisation capabilities.
  • Fostering a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organisation.
  • Proactively addressing problem areas and improving efficiencies to meet business goals and timelines, focusing on optimising end-to-end journeys.
  • Collaborating with other JET teams (e.g., Product, Tech, Delivery Ops, Sales) covering all markets to ensure joined-up policies and processes are developed and implemented consistently, with local market nuances considered where required.
  • Using data and insights to drive decision-making and shape future priorities and opportunities.
  • Leading a team of specialists, providing direction, support, and growth opportunities while fostering a collaborative and high-performance work environment.

What we're looking for:

  • Candidates with customer service experience, preferably in a tech-based company.
  • Proven ability to identify and fix process improvement opportunities.
  • A people leader who champions development and engagement.
  • Analytical skills with experience using data to drive decision-making.
  • Able to take the lead and develop projects cutting across multiple departments.
  • Excellent communication and stakeholder management skills.
  • Able to blend strategy with pragmatism and adapt to changing priorities.

Salary Estimate: £60,000 - £80,000 per annum, depending on location and experience.


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