Closing Date: 31.12.24 Position: Global CS Snr Process & Policy Leader Department: Customer Service Reporting to: Head of Global CS Experience Location: Amsterdam, London or Sunderland Hybrid role: 3 days a week from your local office & 2 days working from home Full time / Part time role: Full Time Ready for a challenge? Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe. About this role An exciting opportunity to shape our customer service strategy and drive operational excellence through process, policy, and behavioral improvements. This role focuses on delivering measurable KPI and experience enhancements by implementing operational improvements that benefit customers, restaurant partners, and our business You will manage a pipeline of initiatives to meet annual KPI targets and support long-term goals, collaborating with Sales, Account Management, P&T, WFM, and Customer Service leadership. Partnering with Portfolio & Change specialists, you'll ensure projects are effectively prioritised and delivered. These are some of the key ingredients to the role: Recommend and implement improvements to global policies and processes that guide agent interactions with our Restaurants, grocery and Delivery Partners Maintain strong Process mapping documentation across Customer Service Support with the design of channel and contact strategy across all Lines of Business, including the use of technology and personalisation capabilities. Supports in embedding a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organisation. Proactively address problem areas and improve efficiencies meeting business goals and timelines with focus on optimising E2E journeys. Work closely with other JET teams (e.g. Product, Tech, delivery ops, Sales) covering all markets to ensure joined-up policies and processes are developed and implemented in a consistent way with local market nuance where required. Use data and insights to help drive decision making and shape future priorities and opportunities. What will you bring to the table? CS experience is vital. Ideally within a tech based company. Proven ability to identify process improvement opportunities and support with execution of solutions. Analytical with experience using data to drive decision making. Able to take a lead and develop projects that cut across multiple departments. Will be able to command respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships. Must be able to blend strategy with pragmatism and flex according to situation and priorities. A base knowledge of business improvement and CI tools, techniques and approaches. Lean Six Sigma is desirable but not essential. At JET, this is on the menu: Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition. Inclusion, Diversity & Belonging No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day. What else is cooking? Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels. Are you ready to take your seat? Apply now