Continuous Improvement Analyst

Job Description

The opportunity

The Opportunity

We are embarking on an exciting and ambitious insourcing journey to bring our customer service operations into our local markets. We're creating 1,000’s of new CS jobs across our business as we strive to provide our customers and restaurant partners with the best service. Over the next year we will begin carefully ramping down the support provided by our outsourced partners and opening brand new service centres in our local markets. We are passionate about creating vibrant, dynamic and inclusive working environments for our JET employees where everyone can bring their whole selves to work each day and develop a brilliant career in customer services.

As our Continuous Improvement Analyst, you will report to the CI Lead and work together to constantly scrutinise how our contact centre works, drive and embed positive change initiatives using the wealth of data sources available to you. You’ll work alongside the Operations teams and SMEs to scope out and deliver incremental and impactful improvements in policies, tools,, services, and processes. You’ll work with our CS Advisors to understand the pain points facing them day-to-day, bottlenecks in our operations as well as always focusing on how we can make our working culture more dynamic, inclusive and engaging. We want to make sure we’re focusing on constant evolution from day 1. You’ll get into the detail of how our operations run and have your finger on the pulse of how the working environment feels in order to focus on how we can continue improving.

Key Responsibilities

The Continuous Improvement Analyst 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 our operations and our contact centre environment.

• Work with the Continuous Improvement Lead to build and lead a best-in-class continuous improvement framework
• Working with key stakeholders to build a continuous improvement environment to support an ongoing programme of change
• Lead and facilitating improvement-based workshops to drive ideas and solutions in order to work with team leaders and SMEs to create change

• Feed into our Ops Strategy team on recommendations for policy and process changes, work with our Change & Comms team to support driving an engaged workforce and work with our Training & Quality function to ensure we have the best possible CS Advisor journeys
• Support change initiatives from tactical matters causing bottlenecks to bigger picture initiatives
• Build the case for change using a wealthy of data sources including staff interviews, feedback, document analysis, requirements workshops, surveys and other tools and tactics to surface areas for improvement
• Completing post-implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects
• Embed change and create a culture of continuous improvement across the CS team

Your Profile & Experience

• Experience delivering continuous improvement programmes ideally in a fast paced CS environment
• Lean Six Sigma qualification (or similar) is desirable. Project management and/or business analysis experience is beneficial.

• Experience delivering tangible and impactful continuous improvement
• Excellent communication skills are essential
• Keen attention to detail and always curious to understand more
• Able to be adaptable to adjust your approach to different stakeholders, audiences and situations
• Team player who is able to lead by example and role model our values

Why work at Just Eat Takeaway.com?

Just Eat Takeaway.com is a le ading global online food delivery marketplace headquartered in Amsterdam and listed on the London Stock Exchange.

We've built our business on having the widest choice available on our platform – connecting millions of customers with over 20 5,000 restaurants across 24 countries - with over 100 different cuisines from local independents to globally famous restaurants, available to order via our app and website.

We provide the platform and tools to help independent restaurants move online and reach a significantly broader customer base – to generate increased orders and grow their businesses. We also provide the insights, advice, and support our growing community needs to satisfy customers and help raise standards across a vibrant takeaway sector.

We’re built to deliver behind the scenes too. To make Just Eat Takeaway.com the great company it is, it takes a great team of people. Which is why all of our colleagues are welcomed into a diverse and inclusive workplace where they feel they can belong. We're passionate about nurturing our people and offer a full programme of training and support to our employees – helping them to develop their careers in a way that suits them.

No matter who you are, what you look like, who you love, where you are from, religious beliefs or takeaway preferences you could find your place at Just Eat Takeaway.com. We’re a diverse and inclusive workplace that promotes a sense of belonging, allowing all of our people to bring their most colourful and complex selves to work every day.

Required skills and experience