Senior Specialist – Business Process Improvement

About this task

Responsibilities

Customer journey and process design
- Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives.
- Identify pain points, failure points, and handoff gaps throughout order placement, restaurant preparation, rider assignment, dispatch, delivery, and post-delivery support.
- Design the full service journey from AI customer service to manual support, including service routing and layering, service risk control, and decision trees, macros, and workflows for frontline teams.
- Ensure processes are clear, concise, easy to operate, and aligned with Saudi customer habits and local regulations.
- Develop service rules and standards that balance the experience of customers, merchants, and riders.

Data, insights, and continuous improvement
- Analyze service data, contact reasons, refund and compensation data, and customer feedback, including surveys, VOC, and complaints, to identify root causes and prioritize improvements.
- Quantify the impact of process issues on CX metrics, including CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, and repeat contact rate, as well as financial metrics such as refund rate, compensation to customers and merchants, cost per order, and loss rate.
- Run pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale effective approaches.
- Create dashboards and regular leadership reports on process performance, savings, and CX impact.

AI-enabled operations
- Use AI tools such as ChatGPT, Copilot, or equivalent tools to analyze large datasets and customer feedback, draft and refine SOPs, macros, and communication templates, and support the design of AI-assisted workflows for frontline agents.
- Proactively explore new AI tools and define AI-driven operations for the KSA market.
- Integrate AI into daily workflows to deliver measurable efficiency gains without compromising quality or compliance.

Stakeholder management and collaboration
- Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, Marketing, and other teams to implement process improvements.
- Work closely with BPO partners to implement new processes and service rules, monitor adoption and performance, and provide training and enablement materials.
- Present recommendations and results to senior leadership clearly and with supporting data.
- Accept occasional cross-country travel for workshops.

岗位职责

客户旅程与流程设计
- 梳理沙特市场应用、网页及支持渠道的端到端客户旅程，覆盖用户、商家和骑手视角。
- 识别下单、餐厅备餐、骑手分配、调度、配送及配送后支持全流程中的痛点、故障点和交接缺口。
- 设计从AI客服到人工支持的完整服务旅程，包括服务路由与分层、服务风险控制，以及一线团队使用的决策树、快捷回复和工作流程。
- 确保流程清晰、简洁、易操作，并符合沙特客户习惯和当地法规。
- 制定兼顾客户、商家和骑手体验的服务规则与标准。

数据、洞察与持续改进
- 分析服务数据、联系原因、退款与赔付数据以及客户反馈，包括调查、客户之声和投诉，识别根本原因并确定改进优先级。
- 量化流程问题对客户体验指标和财务指标的影响。客户体验指标包括客户满意度、首次联系解决率、平均处理时长、平均响应时长、服务水平协议、每单联系次数、投诉率和重复联系率；财务指标包括退款率、客户及商家赔付、每单成本和损失率。
- 对新流程及AI赋能流程开展试点和A/B测试，衡量效果并推广有效方案。
- 创建仪表板并定期向管理层报告流程绩效、成本节约和客户体验影响。

AI赋能运营
- 利用ChatGPT、Copilot或同类AI工具分析大型数据集和客户反馈，起草并完善标准操作流程、快捷回复及沟通模板，支持一线客服的AI辅助工作流程设计。
- 主动探索新的AI工具，定义适用于沙特市场的AI驱动运营方式。
- 将AI融入日常工作流程，在不影响质量和合规性的前提下实现可衡量的效率提升。

利益相关方管理与协作
- 与客户支持、运营、产品、技术、反欺诈与风险、财务、市场等团队合作，推动流程改进。
- 与业务流程外包合作伙伴紧密合作，实施新流程和服务规则，监测采用情况及绩效，并提供培训和赋能材料。
- 以清晰、数据驱动的方式向高级管理层汇报建议和成果。
- 接受为参加研讨会而进行的偶尔跨国出差。