Getyourguide logo Getyourguide

Customer Experience - Process Improvement Analyst

Creata il 27-05-2024

Beschreibung

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.


The role

We are looking for an enthusiastic and experienced Process Improvement Analyst to join our Customer Experience Team within Care, primarily focused on enhancing business efficiency by analyzing current practices, identifying improvement opportunities, leveraging analytics, and tailoring solutions to our customer-specific requirements, while ensuring effective implementation for optimized workflows


The CX team aims to understand pain points in a customer's journey and needs to make them easily accessible or to empower the GetYourGuide team to make user-centric decisions. Our goal is to serve as the customer advocate throughout the end-to-end journey


You will be the main point of contact for all process, communication and product changes within Care customer support and communication. You will work within Care and other GetYourGuide teams to define business needs, translate them into process requirements, flows, and quality standards, and create data management systems to provide feedback, metrics, and visibility. 


This role will report to the Senior Process Improvement Manager and is Berlin-based. 


You will:
  • Identify, plan, and implement key projects to improve quality, reduce costs, increase productivity, and improve cycle time by reducing wasted time, rework, etc. resulting in significant business improvement and customer satisfaction.
  • Actively lead projects and provide individual contributions after key projects have been identified.  
  • Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives. Preparation of monthly project scorecard reports, including visual project scorecards.
  • Demonstrate thought leadership through participation or leadership of stakeholder/advisory groups and presentations
  • Consults with teams across the organization to identify, diagnose, and problem-solve organizational development and implementation or enhancement suggestions to team processes to optimize results.  
  • Support Process Management Identify and drive process improvement projects based on KPIs and changes undertaken by other teams within GetYourGuide  
  • Champion of Change management - advocate for and promote the change from within, and are instrumental in the implementation of the change
  • Create awareness with internal and external stakeholders in understanding their impact on customer process and customer experience
Who you are
  • A Bachelor’s degree from an undergraduate institution
  • 2+ years of experience in process optimization
  • A passionate and customer-focused mindset and drive to deliver service excellence
  • Change management or LSS
  • Experience with CRM tools like Zendesk as well as LMS tools 
  • Strong communication skills and ability to interact professionally and efficiently 
  • Strong organizational skills and superior attention to detail skills 
  • Excellent problem-solving, critical thinking and analytical skills. 
  • An outstanding problem solver who is solution-oriented and has a genuine interest in helping
  • A high level of proficiency with Google Drive/Office Suite is desirable
  • Fluent in English
How we set you up for success:
  • Invest in your development with an annual personal growth budget
  • Enjoy flexibility with a hybrid work-from-home and telecommuting policy
  • Save on transportation costs with discounted public transportation tickets
  • Support your loved ones with generous maternity and paternity leave policies

And more...


We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 


Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to

#LI-Hybrid

Benefit

Annual External Training Budget

Annual Exter...

Free German Lessons

Free German ...

Pizza & Beer Fridays

Pizza & Beer...

Virtual Stock Options

Virtual Stoc...

Video