Process Design & Optimisation Specialist, Customer Operations

Job Description

On our path to becoming the world’s favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace our atmosphere and defy their own expectations. About the job. Your role as a Process Design & Optimization Specialist will be critical in ensuring that the organization's operational processes are designed for maximum efficiency and effectiveness, while also delivering high-quality services to customers. To accomplish this, you will need to develop strong interpersonal relationships and collaborate with stakeholders across organizational boundaries to implement solutions that drive lasting business value and high impact. This will involve analyzing global process performance to execute quick fixes in order to reduce waste and support in process standardization as well as holistic process reviews to establish a well-designed handling flow. Furthermore, you will be responsible for driving the process side for CS relevant product launches. We currently have a number of interesting challenges to tackle and there are more to come. Give us a ping and we'll tell you all about it!

About your responsibilities:

• Lead own process improvement projects with a focus on addressing complex CX, compliance, and tooling challenges;
• Have a strong background in conducting comprehensive, autonomous analysis of data points to unearth trends and strategic avenues for enhancement, steering global-scale improvements in contact resolution, CSAT metrics, and cost efficiency;
• Expertly navigate end-to-end coordination of multifaceted initiatives alongside internal stakeholders, offering clarity on market pain points and disseminating insights effectively;
• Demonstrate sharp judgment in prioritizing projects and market requirements, informed by independent cost/benefit analyses, and skillfully advocate for your decisions;
• Exhibit confidence in crafting a strategic process vision and comprehensive roadmap within the team, while assuming full ownership of significant portions of the team's scope;
• Drive innovation by consistently advancing analytical frameworks and refining process solutions at a senior level.

About what you'll need:

• Exceptional stakeholder management skills underpinned by a track record of substantial experience in working with various levels of seniority;
• Demonstrate a comprehensive background in business communication and exhibit a seasoned approach to independent project management;
• 3+ years of work experience in data analytics and change/ project management or related fields
• Bachelor's degree in Business Administration or equivalent;
• Extensive proficiency in applying Lean Management and Six Sigma methodologies, coupled with adept utilization of QS and ChatGPT-guided sampling techniques;
• Employ an analytical, self-reliant, and solution-focused work style, coupled with an inherently positive attitude that thrives on challenging the status quo;
• Confidently assume the responsibility of making impactful decisions, driving change with minimal oversight, and proactively offering support to the team when required;
• Thrive in fast-paced, evolving environments and demonstrate adaptability to change;
• Possess a highly results-oriented mindset, using your proven analytical and problem-solving ability in thinking through complex issues and finding solutions, all while paying close attention to details.

About the team. The Process Design & Optimization team is a group of highly passionate, knowledgeable and team oriented people who design, standardize, challenge and improve CS processes to be more efficient towards business targets. By using a standardized approach, lean methodology, partnership with the business and expertise we deliver fast and high-quality deliverables where it matters the most - customer service and business targets, optimizing cost and maximizing output. When you join PDO you will learn the ins and outs around how to collaborate with stakeholders to set up a process, while also having the opportunity to contribute to tooling improvements and own process changes from start to finish. Location. We are preferably looking for candidates based in Stockholm, Berlin, or Columbus due to our team and group presence in these cities. Are you ready to step up to this challenge? If this opportunity has sparked your interest, please reach out to the team's AL Marie Mannewitz for more information. We look forward to hearing from you! What we offer: Diversity & Community With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success. Ownership & Impact Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space. Trust & Collaboration Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together. If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success. At Klarna, You can choose between working from the office, hybrid within your employment country, or even outside of it for up to 20 working days per year. Flex it up!  Challenges & Rewards We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we’ve got you covered. About Klarna Since 2005 Klarna has been on a mission to revolutionize the retail banking industry. With over 150 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by saving them time and money while helping them be informed and in control. Over 450,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store. Klarna has over 6,000 employees and is active in 45 markets. For more information, visit Klarna.com It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion. Please refrain from including your picture and age with the application. Apply for this job