Operational Excellence Specialist
Core
Structure user experience and drive continuous improvement roadmap through data-driven diagnostics and qualitative analysis to enhance service quality and business profitability.
Role type
Operational Excellence Specialist (Customer Operations)
Builds
Continuous improvement roadmap, automated workflows, and user experience enhancements
Domain
Mobility / Ride-hailing / Customer Operations
Deliverable
product features
Required skills
Design Thinking, Customer Journey Mapping, Agile/Scrum, Data Analysis, No-Code Automation, AI Application, Process Optimization
Preferred skills
Systemic Vision, Conflict Management, Impact-Oriented Execution
Technologies
Looker Studio, Tableau, N8N, Make
Responsibilities
Identify friction points in user journeys via qualitative and quantitative analysis; Define, prioritize, and execute the continuous improvement roadmap; Act as a proximity sensor to distinguish tactical noise from systemic signals; Present preliminary analysis to determine corrective actions or deep diagnostics; Design and execute lightweight automations to eliminate manual tasks; Escalate requirements requiring structural changes.
