Senior Specialist, CX Process Improvement

About the role

Talabat, part of the Delivery Hero Group, is hiring a Senior Specialist for Customer Experience (CX) Process Improvement in Maadi. You will lead the design, development and continuous improvement of Standard Operating Procedures (SOPs) across Customer Care, using Lean Six Sigma to improve customer experience and reduce cost to serve. The role is hands-on and cross-functional, covering strategic, operational and quick-win projects.

Key responsibilities

• Create process maps and SOPs that streamline handoffs and remove bottlenecks, and act as gatekeeper for new market initiatives and service launches
• Own CX improvement programs end-to-end, running pilots and rollouts with the DMAIC cycle and documenting playbooks
• Build business cases and feature requests, liaise with Product and Tech teams and adjust SOPs to system changes
• Share improvement results and root cause analyses with leadership and circulate learnings as best practices
• Partner with SSC, local markets and Product teams, provide data and escalate blockers

Required profile

• 5+ years of experience in contact centers
• Demonstrated experience in AI projects with partial or full automation
• Experience applying Lean Six Sigma or equivalent process improvement methods
• Experience leading projects end-to-end, including timelines, deliverables and stakeholder communication

Required skills

• SOP creation and process mapping, using tools such as Visio, Figma or Miro
• Data analysis and critical thinking to find root causes
• Workshop facilitation and influencing without authority
• Clear written and verbal communication