Process Analyst - Customer Experience Team

Yemeksepeti

Responsibilities:

Yemeksepeti is looking for a Process Analyst to work in the Customer Experience Management department. The candidate will be responsible for:

* Provide analytics that will drive improvement opportunities.
* Closely and regularly identify, monitor, follow-up and resolve tasks and pain points for stakeholders.
* Respond to ad-hoc reports and Business Development requests.
* Participate in monthly and weekly calls with Delivery Hero Holding.
* Assist with the Business and Process Development team to implement new projects.
* Work closely with Business Analysts and Product Owners in organization.
* Ability to establish an approach to increase productivity.
* Maintain and update weekly and monthly NPS reporting.
* Track and update weekly and monthly Contact Center KPIs.
* Act as a go-between User Experience and IT departments ensuring smooth communication.
* Create process documentation/workflows for projects and process improvement/automation.
* Analyse and ensure the output of processes are achieving the desired results.
* Participate in User Acceptance and workflow testing of completed tasks before deployment.
* Create, design and maintain RPA flows and process.

Specific Knowledge, Skills and Ability Requirement

* 1+ years in Business Analytics, Retail or Operations.
* Bachelor's Degree, Business Administration, Industrial Engineering, Management Information Systems or relevant fields. MBA is a plus.
* Excellent verbal and written English.
* Former RPA experience is a plus.
* Strong follow-up, multitasking and outstanding communication skills.
* Have a sense of urgency and high energy levels with time management skills.
* Data-driven approach. Analytical and able to drive analysis based on facts and performance data to deliver improvements.
* Ability to work independently with minimum supervision.
* Great listener and note-taker.
* A clear understanding and advance knowledge of Microsoft Excel and Microsoft Powerpoint. Microsoft Visio is a plus.
* Takes initiatives and consistently goes beyond expectations.
* Excellent problem-solving skills and attention to detail. 

WHAT YOU SHOULD EXPECT

·        A career in Turkey’s largest online food and grocery delivery platform and one of our country’s strongest corporate brands that has proudly been producing executives and leaders for the future for the last 20 years

·        Chance to work and cooperate with colleagues in Delivery Hero, our parent company, in various projects and benefit from know-how and idea exchanges to pursue global industry leadership

·        Flexible working hours for you to plan your day as you wish – you can start the day between 08:00 - 10:00 am

·        Various online education platforms for you to sustain your professional development

·        A much comprehensive private health insurance

·        Colleagues with warm smiles and good communication skills

·        An orientation program for you to capture Yemeksepeti spirit with full extent and always feel like home – along with an assigned Buddy to assist you on anything you might need.

·       A paid birthday leave to use on the day after, for you to have fun and party without any worries!