Continuous Improvement Specialist

5 days ago

Cape Town, South Africa Black Pen Recruitment Full time

**Continuous Improvement Specialist (Fintech/Crypto)**

Are you an experienced
**Continuous Improvement Specialist** within the FinTech industry? Are you looking for a remote job? Then we have the opportunity for you

Our client, an American-based remote company, is looking to hire a
** Continuous Improvement Specialist **to join their exciting remote team. They are expanding globally by being one of the first movers to bring cryptocurrency to Africa and the Middle East at large. They strive to form a committed team of forward-thinkers who collectively create a supportive, welcoming and highly innovative environment for all whilst driving business through technology.

The role is responsible for developing a continuous improvement mechanism for the customer service team and using data to identify defects and improvement opportunities, generating clear and actionable business insights.

**Job Type**: Full time | Remote

**Requirements**:
- 3+ years of experience in program or project management, process improvement or continuous improvement roleComfortable working with large sets of complex data and turning them into clear and actionable insightsExperience in analytical techniques and tools such as Pareto and Five WhysAdvanced Google Sheets skillsSuperior verbal and written communications skillsAbility to work effectively across teamsExcellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
- Passionate about data, continuous improvement and customer experience.

**Responsibilities**Own the definition and delivery of the customer service roadmap, ensuring the most important pain points and opportunities are addressed for customers.Collaborate with various teams within the company to deliver improvements to the customer contact experience, using influencing and stakeholder management skills.Combine a hands-on analytical ability with an obsession for fixing customer issues and improving processes.Drive meaningful change through the insights generated while influencing without authority to ensure customer experience improvement is considered a top priority.Completes root cause analysis of customer experience outliers and trends and drives resolution of issues to closure.
- Proactively manage large scale customer impacting issues and create mechanisms to address them.

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