Process Excellence Analyst

The role is an opportunity for a proactive, data-driven Process Excellence Analyst to join our Merchant Excellence team.

Key Responsibilities

• Continuous Improvement & Data-Driven Identification
• Merchant Interaction Analysis: Deep-dive into interactions such as chat transcripts, emails, and call volumes to identify trending merchant friction points, repetitive queries, and process gaps.
• Proactive Auditing: Go beyond surface-level metrics to analyse touchpoints across the entire merchant lifecycle from onboarding to daily operations.
• Data-Driven Insights: Synthesize qualitative agent feedback with quantitative interaction data (Contact Rate per Merchant, Repeat Contact Rate, Sentiment Analysis) to build data-backed business cases for process change.
• Process Mapping
• Document "as-is" workflows and translate messy, fragmented procedures into clean, standardised blueprints.
• End-to-End Redesign: Conceptualise, test and implement scalable "to-be" processes that improve both merchant experience and agent productivity.
• Automation & Tooling: Partner with Product and Tech teams to eliminate manual work through automation, better routing, or UI/UX improvements in internal tools.
• Change Management: Create clear SOPs and documentation to ensure smooth rollouts of new processes.
• Workload Management & Governance
• Jira Ownership: Utilize Jira as the single source of truth to log, prioritise, track and manage projects.
• Metrics & Reporting: Establish KPIs to measure success of implemented solutions such as reduction in Handle Time, increased First Contact Resolution, and improved Merchant NPS.
• Global Stakeholder Management
• Cross-Functional Collaboration: Act as the connective tissue between Product, Operations, Quality Assurance and regional leadership across global markets.
• BPO/Outsourcer Alignment: Work closely with external outsourcing partners to ensure new processes are realistically executable on the front lines and consistently adopted.

Qualifications & Experience

• Analytical Background: Proven ability to translate raw merchant interaction data and metrics into actionable process redesigns.
• Global Mindset: Track record of managing stakeholders across cultures, time zones and business units including external BPOs.
• Methodology: Familiarity with Continuous Improvement frameworks such as Lean, Six Sigma or Agile is a plus.
• Proactive Mindset: You don't wait to be told what to fix; you enjoy digging into data and talking to agents to find problems.
• Strong Communicator: Ability to translate complex operational problems into simple, actionable solutions.
• Influence Without Authority: Adept at rallying global cross-functional teams around a shared vision or process change.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion or belief.

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