Continuous Improvement Leader
Job Responsibilities
- Be the voice of the customer in every step of the customer journey
- Lead and collaborate with different stake holders and different clusters to achieve NSS ambition
- NSS / NPS tracking and taking actions by working with different departments collaboratively
- Analyzing deeply customer survey results and defining gaps for competition
- Increase Customer Focus initiative in the organization
- Lead Continuous improvement projects in various touchpoints using A3, Lean 6 Sigma methodology at cluster level
- Managing CX projects for repetitive customer complaints
- Leading Customer Journey Mapping project in an agile methodology
- Leading Continuous Improvement projects related to CX
- Quality Management Systems & Documentation Management for ISO 9001
- Integrated Management System Representative and ensuring compliance with ISO 9001 standards
- Follow up corrective and preventive actions with related departments
- Planning, making, reporting internal audits and working for elimination of internal audit nonconformities
- Giving awareness and orientation trainings
Qualifications
Key Requirements
- Minimum 5 years experience in similar positions (?)
- Advanced in English
- Proficiency in MS Office applications
- Project Management skills
- Continuous Improvement methodologies (Lean 6 Sigma, A3, Kaizen etc) knowledge is a plus
- Problem solving and analytical skills ; to be able to analyse data and reflect it to business process
- Strong communication skills
- At least 2 years experience in ISO 9001 Quality Management System
- CX focused
Primary Location: TR-Marmara Region-Istanbul
Schedule: Full-time
Unposting Date: Ongoing
