Leading continuous improvement and capability building initiatives for Retail operations; Mapping and defining global standards for Retail services; Implementing processes for the continuous review and optimization of existing and newly created services. Managing the process of ideating, developing, and launching new services, from concept to implementation. Collecting the best practice and assist each region/country CX team to follow it, Conducting analyses of different databases, as well as investigate directly on the frontline, to identify opportunities for improvement in the processes and services; Maping risks and plan how to mitigate as well as how to handle unforeseen risks; Working with multifunctional teams in order to improve customer experience and reach operational excellence;

3+ years’ work experience in service development, innovation or project management. Previous experience in a service-based industry is a plus; Experience in consultancy, analytical role, strategy, customer service in a high-volume and extremely fast-paced environment; Bachelor’s degree or above. Master in Project Management or Process Management is a plus. Fluent English, both written and spoken; This position requires daily interactions with other countries and cultures. Strong analytical and critical thinking skills ; Strong proficiency in Lean Six Sigma tools and techniques, such as DMAIC, Kaizen, 5S, value stream mapping, etc. Lean Six Sigma Green Belt or Black Belt is a plus; Solid experience with project management techniques, such as agile methodology, lean project management, waterfall and scrum ; Must be customer focused and possess the ability to develop creative solutions to a variety of complex problems; Ability to lead and influence teams across different functions, driving collaboration and engagement; Must be able to work with minimal supervision, multitask, and prioritize own work to meet deadlines;