Continuous Improvement Lead - Customer Experience

Job Description

About the role

The Continuous Improvement Lead uses their customer obsessed mindset, project management skills and process improvement mindset to improve customer experience while bringing customer care teams to a higher level in terms of processes and capabilities. You have frequent contact and communicate with internal stakeholders while being an advocate of the customer. You provide regular status reports to track project progress against goals, objectives, and timelines, handling multiple projects and tasks in parallel.

What you’ll do

Project Management:

• Manage & further evolve current projects
• Plan & execute new projects in line with company strategy
• Analyse results of current and future projects and report back
• You take care of our project and action management platform to provide structure, clarity and clear ownership of responsibilities
• You develop project scopes and objectives, involving all relevant stakeholders, and ensuring feasibility
• You coordinate internal resources for the flawless execution of projects within the allocated time frame.
• Guide your stakeholders in defining and delivering clear requirements.
• Delegate and monitor a range of tasks and requirements to a variety of internal teams.
• Ensure consistency and quality of projects and use a data-driven approach leading to the identification of clear problem statements and the implementation of potential solutions.

Continuous Improvement:

• Analise and Propose process improvements
• Document processes, map journeys within MIRO
• Develops process enhancement strategies
• Identify potentials for new improvements, analyse these and create actionable improvement proposals
• Implement sustainable improvements in processes with the end goal to delight our customers
• Support implementation of process and/or design-improvements
• Develop, execute and drive a strategy for the continuous improvement of efficiency, productivity, operational processes, cost reduction and overall performance.
• Act as a backup support for the different tools, both by responding to user requests and proactively by signalling problems, in order to;
• Provide improvement recommendations that are based on best practices and industry standards, continuously monitor the new trends to inform current decisions.

What you’ll bring

• 5 years experience within a customer support environment, process optimization, operations, or business management.
• A sharp eye for identifying weak points in processes and organisational structures.
• Strong experience in customer journey mapping, agile iterative development
• A strategic and analytical mindset.
• An excellent communicator with top-notch presentation skills.
• A thorough understanding of the latest process enhancement strategies.
• Dynamic thinking and problem-solving abilities.
• Leadership and mentoring skills.
• Confidence in your abilities to lead organisational change
• Excellent organisational skills and ability to meet tight deadlines
• Detail-oriented, proactive and hands-on mentality
• BA or BS degree in the fields of business administration

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.