Senior Business Process Improvement Expert

职位描述

Customer journey & 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 in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support). Design the full service journey from AI customer service to manual support, including: Service routing and layering Service risk control Decision trees, macros, an

任职要求

Required qualifications Bachelor’s degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable. 5–8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar). Proven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows. Strong understandin