Key skills
SQLSalesforceAgileProject ManagementStakeholder ManagementKPI ManagementCommunicationDecision MakingCritical Thinking
About this role
Role Overview
- Customer Journey Mapping: Identify touchpoints and opportunities to improve the customer experience;
- Improvement Proposals: Develop initiatives to enhance the customer experience based on analyzed data;
- Continuous Improvement and Methodologies: Apply Lean and Six Sigma methodologies to identify waste and bottlenecks and propose solutions to optimize processes;
- Kaizen and PDCA: Lead continuous-improvement cycles to resolve problems and implement incremental changes;
- KPI Management: Monitor and report performance metrics to assess the effectiveness of implemented improvements;
- BPMN and Process Modeling: Create and update process models; analyze existing processes to identify inefficiencies, redundancies, and automation opportunities;
- Process Documentation: Ensure processes are well documented and accessible to stakeholders;
- Flow Design and Automation: Design operational flows and create clear, objective workflows for different areas of the company;
- Process Automation: Collaborate with Product teams and partner areas to implement automations;
- Testing and Validation: Ensure automated flows operate as expected;
- Data Analysis: Data collection and processing — extract data from different sources (internal systems, spreadsheets, etc.) and organize it for analysis;
- Data-Driven Decision Making: Use analyses to support strategic and operational decisions;
- Governance and Strategic Alignment: Define policies and standards to ensure processes align with internal policies and external regulations;
- Stakeholder Management: Collaborate with different areas to ensure alignment and execution of initiatives;
Requirements
- Results-oriented with a focus on delivering the best possible customer experience;
- Strong communication skills;
- Good interpersonal skills;
- Autonomy and proactivity in seeking knowledge and solutions;
- Strong analytical skills and a high level of critical thinking;
- Intermediate to advanced knowledge of Project Management;
- Intermediate to advanced experience creating process flowcharts for new and/or revised processes;
- Proficiency in continuous improvement methodologies (PDCA, DMAIC, 5 Whys, Pareto, Ishikawa, 5W2H);
- Knowledge of SQL and agile frameworks;
- Advanced Excel skills;
- Experience with Salesforce.
Tech Stack
- SQL
Benefits
- Diversity and inclusion
- Benefits program (iFood Benefits)
- Training and development
- Innovative work environment
- Flexibility