Business Process Improvement - Customer Experience

亮点 / Highlights: Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster. Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth. Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

岗位职责 / Duties: Service Experience Design

1. Design and optimize end-to-end customer service journeys, ensuring a seamless and consistent customer experience across all touchpoints
2. Develop customer service blueprints, process flows, and interaction frameworks that align with business objectives and customer needs
3. Create and maintain service design documentation, including service blueprints, user journey maps, and process diagrams

Research & Insights

1. Conduct qualitative and quantitative research (e.g., user interviews, surveys, usability testing) to gather customer insights and identify pain points
2. Analyze customer feedback, behavioral data, and service metrics to uncover opportunities for improvement
3. Translate research findings into actionable design recommendations and strategies

Cross-functional Collaboration

1. Partner closely with product, operations, technology, and business teams to co-create and implement service design solutions
2. Facilitate design thinking workshops, ideation sessions, and co-creation activities with internal and external stakeholders
3. Act as a customer advocate within the organization, championing user-centered design principles

Standards & Governance

1. Establish and maintain customer service design standards, guidelines, and best practices
2. Review and evaluate existing service processes to identify inefficiencies and propose redesign solutions
3. Ensure all service designs comply with company policies, brand guidelines, and regulatory requirements

Performance Monitoring & Iteration

1. Define key performance indicators (KPIs) for service design initiatives and track outcomes post-implementation
2. Continuously iterate on service designs based on performance data, customer feedback, and evolving business needs
3. Prepare and present design proposals, reports, and recommendations to senior leadership

Innovation & Trend Awareness

1. Stay up to date with the latest trends in customer experience (CX), service design, and emerging technologies
2. Explore and pilot innovative service design approaches, tools, and methodologies to enhance customer satisfaction

任职要求 / Requirements:

Education

1. Bachelor's degree or above in Service Design, Interaction Design, Industrial Design, Human-Computer Interaction (HCI), Business Administration, or a related field
2. A Master's degree in a relevant discipline is a plus

Experience

1. Minimum 5 years of hands-on experience in service design, UX design, customer experience, or a related role
2. Proven track record of leading end-to-end service design projects from concept to implementation
3. Experience working in cross-functional teams within a fast-paced environment

Skills & Competencies

1. Proficiency in service design tools and methodologies, including journey mapping, service blueprinting, personas, and prototyping
2. Solid understanding of design thinking principles and human-centered design approaches
3. Excellent analytical and problem-solving skills with the ability to interpret complex data
4. Strong communication and storytelling skills, capable of presenting design concepts clearly to diverse audiences
5. Ability to manage multiple projects simultaneously with strong organizational and time management skills

Preferred Qualifications

1. Experience in customer service operations, contact center design, or digital service transformation
2. Familiarity with CRM systems, AI-powered service tools, or omnichannel service platforms

Knowledge of Agile or Lean methodologies

1. Relevant certifications in service design, UX, or CX (e.g., CXPA, Nielsen Norman Group UX Certification) are a plus
2. Bilingual proficiency in English and Chinese is advantageous
3. Fluent Portuguese is a plus

Personal Attributes

1. Customer-obsessed mindset with a passion for delivering exceptional service experiences
2. Creative thinker with strong attention to detail
3. Collaborative team player with the ability to influence without authority
4. Proactive, self-motivated, and adaptable to change