Process Improvement Analyst
About The Opportunity
The Process Improvement Analyst will be responsible for driving initiatives that enhance Care policies, processes and tools. The successful candidate will be focused on continuous process improvement and rigorous application of data analysis and project management. The position reports to the Manager, Process Improvement.
Some Challenges You’ll Tackle
- Utilize qualitative and anecdotal data as a starting point to create an ROI and identify opportunities for improvement
- Collaborate with Tech, Product, Finance and Care Sr. Leadership to implement business improvements
- Utilizing a Voice of the Customer and Voice of the Business approach to recommend improvement to the Care operation
- Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases
- Create, facilitate and measure operational tests to understand business impact of key strategies
- Perform advanced analytics to better understand the critical drivers of our business – including but not limited to diner behavior, restaurant relationships, product engagement, and market-specific performance
- Effective analysis is only possible with good data - be a champion of data accessibility, accuracy and quality for the Care team by partnering with our Care Data team
- Be curious! Continually identify opportunities to improve the Customer Experience, Reduce Expense or make people’s work day easier
You Should Have
- 2-4 years of experience in an analytical role, preferably within consulting, finance or tech
- Advanced Microsoft Excel and PowerPoint skills
- Ability to balance attention to detail with expeditious execution in a fast paced environment
- Highest standards of accuracy and precision; extremely organized
- Intermediate SQL and skills including case statements and window functions
- Basic understanding of Lean Six Sigma principles including DMAIC
- Experience communicating business analysis and business insights insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)
- BA/BS from top-tier University
- Experienced analytical skills with an ability to dive deep, summarize, and communicate important data
- Strong organizational skills including project management and experience multitasking
Got these? Even Better
- Lean Six Sigma Green Belt Certification
- Experience in customer service operations
- Experience with Tableau