Customer Excellence Operations Analyst

ABOUT US

 

Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.

 

With over one million nights rented through our travel platform, we have welcomed more than 300,000 travellers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.

 

Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey. 

THE ROLE

As a Customer Excellence Operations Analyst, you’ll be responsible for implementing the operational excellence strategy, identifying and improving the outcomes of Customer Excellence operational processes to improve efficiencies, reduce costs, and increase customer satisfaction. Successful candidates for the Customer Excellence Operations Analyst role will have previous experience in operations, quality assurance, or continuous improvement. Someone with good facilitation skills along with the knowledge of tools and techniques of methods to engage and lead groups of people would be a good fit for this role.

 

The Customer Excellence Operations Analyst will provide operational and strategic insights to improve the compliance, productivity, and overall performance of the Customer Excellence team. As part of a team of driven, creative, and innovative professionals, will have the opportunity to influence the strategic direction of the entire Customer Excellence team. From start to finish, would be responsible for project phases including research & analytics, building cross-functional, presenting recommendations to leadership.

Additionally, supports the team by tracking, trending, and providing day to day monitoring of all key and standard operational processes to ensure quality and compliance.

 

WHAT WILL YOU WORK ON?

• Identify areas of focus for the organization's process improvement efforts and evaluation of potential areas of opportunity and risk, incorporating best practices and interpreting data to produce both long-term and short-term activities & deliverables;
• Collaborate to ensure that key performance indicators and quality benchmarks are met;
• Produce reports and presentations on performance trends to proactively identify specific variances and resolve issues and problems.
• Work collaboratively, providing guidance to define report requirements and validate results.
• Perform root cause analysis and LEAN value stream analysis to develop improvement plans and actionable solutions related to operational processes as requested by leadership.
• Ensure daily data capture allows for metrics analysis and operations coordination.
• Prepare monthly/quarterly reports, as well as ad hoc loss runs and other data analyses.
• Collaborate with Quality and Compliance to drive achievement of quality and reduce risks.
• Enable cross-functional alignment, standardization, and execution supporting leadership.
• Track Key Performance Indicators and Service Level Agreement (SLA) and presents trends to proactively identify specific variance in practice patterns.
• Identifies opportunities for operational inefficiencies and collaborates with leadership for implementation.

 

WHO ARE WE LOOKING FOR?

 

• Recent graduate in Engineering or Data related degree with up to 1 years of experience. 
• Deep commitment to continuous improvement (Lean / Six Sigma methodology).
• Knowledge of process frameworks and methodologies such as Agile, Lean, Scrum, etc.
• Ability to manage multiple priorities in a fast-pace environment
• Knowledge of RACI and other matrix for decision making processes;
• Should be experienced in communicating with multiple stakeholders;
• Excellent English communication skills (written & spoken);
• Training and/or Certification with Six Sigma, Project Management is a plus
• Experience with Python and R are a strong plus. 

 

Are you ready to Go Indie?