As a Sr. Specialist, CX Process Improvement, you will lead the design, development, and continuous improvement of Standard Operating Procedures (SOPs) across Customer Care. You'll drive process efficiency using Lean Six Sigma methodologies, delivering measurable improvements in customer experience and cost to serve. You will own improvement programs end-to-end from problem definition through execution, measurement, and iteration across strategic, operational, and quick-win project tiers. This role is hands-on and cross-functional. You will act as a gatekeeper for new market initiatives and service launches reviewing requirements, mapping to policies, designing SOPs, and cascading changes through Knowledge management. You will also drive agent empowerment by formulating business cases and feature requests, liaising with Product and Tech through delivery and configuration, and connecting frontline operational insights to product decisions.

WHAT S ON YOUR PLATE?

1. SOP Design & Development: Create high-level blueprints and process maps to identify bottle necks and streamline handoffs Develop comprehensive SOPs that streamline processes, enhance quality, and are clear, concise, and actionable Act as gatekeeper on new market initiatives and service launches review requirements, map to policies, design SOPs, and cascade to Knowledge change management Ensure consistency and cross-functional alignment in documentation across markets and lines of business.
2. Program Ownership: Take full ownership of assigned CX-PI programs define the problem, design the improvement, run pilots, roll out at scale, and iterate using the DMAIC cycle Ensure programs drive measurable improvements in experience and cost Continuously optimise programs through structured testing and feedback loops Anticipate risks, track performance rigorously, and adjust course quickly when results do not meet expectations Document program playbooks so they can be repeated and scaled across markets
3. Agent Empowerment & Product: Formulate business cases and feature requests based on operational insights and voice of customers and agent feedback Liaise with Product and Tech teams through delivery, configuration, and deployment of new features Configure new features and adjust SOPs accordingly to reflect system changes Connect frontline agent needs to product decisions, ensuring tools and systems support resolution quality Sr. Specialist, CX - Process Improvement
4. Communication: Share improvement results in a structured, proactive way with leadership and markets Present root cause analyses and recommendations persuasively to senior stakeholders Capture learnings from each program and circulate them as best practices to raise the bar across the CX function
5. Stakeholder Management: Partner with SSC, local markets and, Product (DH & talabat product) teams to align on priorities and unblock execution Provide the right data and context to help product and tech teams make decisions and prioritize projects with highest impact Escalate blockers and hold stakeholders accountable, while focusing primarily on enabling execution and driving cross-functional alignment on process changes

Desired Candidate Profile

• 5+ years of experience working in contact centers
• Demonstrated experience in AI projects with partial or full automation projects
• Demonstrated experience applying Lean Six Sigma or equivalent process improvement methodologies
• Experience leading projects end-to-end, including timelines, deliverables, and stakeholder communication
• SOP creation and process mapping proficiency strong experience developing, maintaining, and visualizing processes using tools like Visio, Figma, Miro, or similar
• Critical thinking and data analysis proficiency to identify root causes and drive decisions
• Ability to lead workshops and influence without authority across cross-functional teams
• Strong written and verbal communication; ability to communicate complex analysis simply and persuasively