Description

We’re looking for passionate and driven individuals!

As Quality & Operational Excellence Specialist you coordinate various activities to improve the quality culture of our IT Organization by assuring further development of IT processes to ensure customer satisfaction. Analyzing customer feedback data on various IT related services and synthesizing those insights with the goal of informing, supporting and influencing IT stakeholders to continuously improve the customer/user experience. 

We in office of the Head of IT (OHIT) are a dynamic team and strive for excellence by actively shaping the transformation of our IT organization.

Join our team and contribute to our mission!

Your responsibilities

• Develop and maintain the quality management capability​

• Act as key speaking partner related to quality management in IT​

• Process mapping, maintaining, developing and implementing necessary processes​

• Driving process commonality , harmonization and simplification across the process value chain ​

• Work across teams and stakeholders to drive data driven process of improvements​

• Introduce and support operational excellence process ​

• Use tracking and reporting systems to prepare plans, drive activities and changes required to obtain the level of operational excellence​

• Responsible to measure and facilitate team performance in the area of operational excellence​

• Design and implement customers’ (users’) surveys and other feedback mechanism/process to appropriately capture customer perceptions​

• Serve as a subject matter expert on customers’ (users’) perceptions of service provided by IT​

• Lead the process of customer satisfaction measurement and derive insights from the measurement and analysis with the goal of informing, supporting, and influencing stakeholders and teams across IT to  continuously improve the customer/user experience​

• Utilize customer feedback to influence operational changes to better serve IT customers (users)​

• ​Build strong relationships with business teams across the organization to bring the voice of the customer to the conversation​

• Convey compelling insights to the varying levels within the organization using storytelling techniques and delivering presentations​

Your background

• 5+ years of experience working within global IT operations​

• 5+ years of experience driving excellence and innovation programs

• Proven working experience in project management

• Excellent communication and relationship-building capabilities

• Preferred: Green Belt Six Sigma qualified.

• Analytical, evaluative, and problem-solving abilities