1P CX Continuous Improvement Specialist/Senior

<h3>Job Description</h3><p><strong>Main purpose of the position:</strong></p><ul><li>Elimination of frictions in 1P customer processes across all countries </li><li>Providing regular and detailed analyses of contact reasons with described main drivers/triggers with their allocation to target department/part of process</li><li>Direct responsibility to design such process improvements, that will lead to decrease of contact ratio and support efficiency improvement.  </li><li>The main ownership of contact avoidance agenda, regular measures status update and reporting of achieved results, trends and continuous forecasting. </li><li>Sharing the voice of customers across all departments.  </li></ul><p><strong>What does this role involve?</strong></p><ul><li>You will undertake contact rate reduction Initiatives across departments and countries</li><li>You will be Process mapping and seeking opportunities for further optimization</li><li>You will change management based on approved project plans</li><li>You will be collaboration on projects related to process automation and communication</li></ul><p><strong>What we offer:</strong></p><ul><li>29 days off (20 vacation days, 5 Relax Days, 3 sick days, Volunteer Day) plus time off to care for a family member</li><li>Benefit Plus meal vouchers, which you can use at lots of cool companies, or you can choose a meal voucher as a lump sum</li><li>We care about the health of our employees, we offer a MultiSport card at a discounted price, a Cafeteria program, and we also organize Health Days</li><li>Monthly pension contribution</li><li>Dog-friendly office</li><li>Have you just had a baby or want to take your child to first grade? We will support you in everything!</li><li>We value our employees, so you will be entitled to a reward for your years of service</li></ul><p><strong>This is the right job for you, if:</strong></p><ul><li>You are well familiar with MS Excel / Google Sheets - advanced level</li><li>You feel confident in Tableau as an experienced user</li><li>You are able to manage change</li><li>You are familiar with Lean principles</li><li>You know Czech or Slovak language - fluently</li><li>You know English (B2) </li><li>You have strong negotiation skills and are assertive </li><li>You have out-of-the-box thinking and critical thinking skills</li><li>You are able to self-direct your actions</li><li>You present analysis results in a structured manner.</li><li>You are flexible and excellent at time management</li></ul><p><em>As you are applying to an international team the entire recruitment process will be conducted in English. Please remember to submit your CV/ Resume in English</em></p>