Lowongan Kerja JD.ID (PT Ritel Bersama Nasional)

CX Business Process Improvement Lead



Main Responsibilities

  1. Identify, create, and participate in the implementation of business process improvements (SOP, flow, high level process), enabling tools, and systems that deliver tangible value to the Customer Service Team.
  2. Analyze and develop business process diagrams (flow chart) and models to support process design and redesign initiatives.
  3. Partner with other cross-functional teams within JDID Operations to identify and address improvement opportunities (including arrange the meeting, summarize the action plan, send requirement to Tech Team/PM Team, follow up the progress).
  4. Be responsible for streamlining, simplifying and improving end-to-end processes, driving a continuous improvement culture, with systems & tools to drive productivity
  5. Identify, analyze and prepare risk mitigation tactics related to CX/CS Projects.
  6. Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
  7. Be an auditor for all changes and initiatives within CX/CS department.


Job Requirement:

  1. Ability to interface and communicate effectively with all levels of employees, management and diverse audiences
  2. Strong organizational, time management and presentation skills
  3. Ability to work in fast paced, fast changing environment
  4. Experience working cross-functionally with departments
  5. Excellent interpersonal skills; Good team player and able to operate independently
  6. Experience in ecommerce is a plus
  7. Experience in Customer Experience is a plus
  8. Ability in identify, analyze and prepare risk mitigation tactics
  9. Able to get support and engage senior leaders

Informasi tambahan :


IDR 6jt / bulan