Business Process Improvement - Customer Experience

This role focuses on designing and optimizing end-to-end customer service journeys for Keeta, a global food delivery brand. You will conduct research, collaborate cross-functionally, and establish service design standards to enhance customer experience.

Service Experience Design 1. Design and optimize end-to-end customer service journeys, ensuring a seamless and consistent customer experience across all touchpoints 2. Develop customer service blueprints, process flows, and interaction frameworks that align with business objectives and customer needs 3. Create and maintain service design documentation, including service blueprints, user journey maps, and process diagrams Research & Insights 1. Conduct qualitative and quantitative research (e.g., user interviews, surveys, usability testing) to gather customer insights and identify pain points 2. Analyze customer feedback, behavioral data, and service metrics to uncover opportunities for improvement 3. Translate research findings into actionable design recommendations and strategies Cross-functional Collaboration 1. Partner closely with product, operations, technology, and business teams to co-create and implement service design solutions 2. Facilitate design thinking workshops, ideation sessions, and co-creation activities with internal and external stakeholders 3. Act as a customer advocate within the organization, championing user-centered design principles Standards & Governance 1. Establish and maintain customer service design standards, guidelines, and best practices 2. Review and evaluate existing service processes to identify inefficiencies and propose redesign solutions 3. Ensure all service designs comply with company policies, brand guidelines, and regulatory requirements Performance Monitoring & Iteration 1. Define key performance indicators (KPIs) for service design initiatives and track outcomes post-implementation 2. Continuously iterate on service designs based on performance data, customer feedback, and evolving business needs 3. Prepare and present design proposals, reports, and recommendations to senior leadership Innovation & Trend Awareness 1. Stay up to date with the latest trends in customer experience (CX), service design, and emerging technologies 2. Explore and pilot innovative service design approaches, tools, and methodologies to enhance customer satisfaction

Preferred Qualifications 1. Experience in customer service operations, contact center design, or digital service transformation 2. Familiarity with CRM systems, AI-powered service tools, or omnichannel service platforms Knowledge of Agile or Lean methodologies 1. Relevant certifications in service design, UX, or CX (e.g., CXPA, Nielsen Norman Group UX Certification) are a plus 2. Bilingual proficiency in English and Chinese is advantageous 3. Fluent Portuguese is a plus