Continuous Improvement Specialist

Just Eat Takeaway.com; Winnipeg; Hybrid; CAD 60,000 - 85,000; Full time

Job summary

Just Eat Takeaway.com is seeking a Regional Continuous Improvement Specialist for a fixed 12-month contract in Winnipeg. The role focuses on enhancing customer service operations and fostering a culture of continuous improvement. Ideal candidates will have strong data analysis and problem-solving skills, along with experience in customer service. This hybrid role allows for flexibility, where the employee will work three days in the office and two days from home.

Qualifications

• Proven experience in customer service operations.
• Ability to interpret data and extract meaningful insights.
• Experience leading improvement initiatives.

Responsibilities

• Take ownership of improvement initiatives.
• Collaborate with cross-functional teams for improvement.
• Complete post-implementation reviews.

Skills

Data analysis skills

Problem-solving skills

Stakeholder engagement

Communication skills

Continuous improvement mindset

Education

Lean Six Sigma qualification (Green belt level)

Project management experience

Business analysis experience

Job description

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience.

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

There is an exciting opportunity to join the Global CS Operational Excellence Continuous Improvement team. This will be a fixed contract for 12 months with an opportunity to extend / become permanent - based on performance and current business needs.

As a Regional Continuous Improvement Specialist, you will report to the Regional CI Lead and work together with the local customer service operations team to identify incremental benefits that complement our Strategic Programmes. You’ll work with our CS Advisors to understand pain points and bottlenecks in the operation and focus on how we can embed a culture of continuous improvement where colleagues challenge the status quo and strive toward operational excellence. We are looking for someone with a continuous improvement mindset who will be excited and energised to constantly scrutinise our operation to identify and deliver on improvement opportunities that directly impact operational KPIs.

Location: Hybrid- 3 days a week from our Winnipeg office & 2 days working from home

Reporting to: Regional Continuous Improvement Lead

Key Responsibilities

As a Regional Continuous Improvement Specialist, you will ensure that change and evolution is built into our DNA for long-term success; identifying areas of improvement & working with operational stakeholders and subject matter experts to continuously improve the customer services operation.

• Take ownership of improvement initiatives from discovery through to project delivery via internal governance and control.

• Collaborate with cross-functional teams including Ops.management, Training and Quality and Workforce Management

• Lead and facilitate improvement-based workshops to drive ideas and solutions in order to work with customer service operations to create lasting change

• Build the case for change using various data sources and tools including staff interviews, feedback, document analysis, requirements workshops, surveys, and other tools and tactics to surface areas for improvement

• Support change initiatives from tactical matters causing bottlenecks to bigger-picture initiatives

• Complete post-implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects

What will you bring to the table?

• Proven experience with identifying and delivering tangible and impactful continuous improvement changes, ideally in a fast-paced customer service operations environment

• Data analysis skills to identify trends, bottlenecks, and areas for improvement

• Ability to interpret data and extract meaningful insights

• Practical problem-solving skills to identify root causes of issues and develop suitable solutions

• A keen eye for detail with a continuous improvement mindset

• Excellent stakeholder engagement, influencing, and communication skills

• Team player who can lead by example and role model our values

• The ability to adjust your approach to different stakeholders, audiences, and situations

• Customer Service/ Contact center background is essential

• Lean Six Sigma qualification (Green belt level) is desirable

• Project management and/or business analysis experience is beneficial

At JET, this is on the menu:

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else is cooking?

Want to know more about our JETers, culture or company? Have a look at ourcareer sitewhere you can find people's stories, blogs, podcasts and more JET morsels.

Are you ready to take your seat? Apply now!