Process Improvement Specialist

About the job

We are seeking a highly motivated English /arabic speaking Business Process Improvement Specialist to join our team and lead initiatives that enhance the end-to-end customer experience.

This role is responsible for analyzing the process mapping AS-IS and to be process, identifying gaps and data touch points ,key customer interactions, identifying pain points, and driving process enhancements across various functions including operations, IT, call centers, and last-mile delivery. The ideal candidate is , data-driven, and experienced in continuous improvement methodologies. Should have sound knowledge of visio/aries / powerBI /automation and business process mapping and iso 9001

Key Responsibilities

• Map and analyze interactions across multiple touchpoints.
• Identify friction points and operational inefficiencies in the customer journey.
• Design and implement improvements to reduce customer effort, improve first-time resolution rates, and shorten turnaround times.
• Optimize processes with the customer at the center of all initiatives.

Work closely with teams across operations, IT, customer service, and last-mile delivery to embed Customer service & exceelence goals into process design.

• Use metrics such as NPS, CSAT, and service-level data to identify trends and prioritize areas for improvement.
• Collaborate with the Strategy team to define and monitor key service KPIs, including complaint resolution time and customer wait time.
• Ensure all process changes align with established customer experience standards.
• Maintain and update SOPs for all relevant customer-facing functions.
• Incorporate insights from customer surveys, social listening tools, and frontline staff into process redesigns.

Promote a mindset of continuous, customer-focused improvement across the organization through workshops and engagement programs.

Qualifications & Experience

Education

• Bachelor’s degree in Industrial Engineering, Business Administration, or a related field.

Certifications

• Lean Six Sigma (black Belt ), TQM .Kaizen, BPM, or ISO Quality Management Systems certification preferred.
• Knowledge and experience of BPMN tools

Experience

• 5 -8 years in process improvement, operational excellence, or customer experience roles.
• Experience in insurance ,real estate , or service-based industries is highly desirable.

Job Type: Full-time

Pay: AED8,000.00 - AED12,000.00 per month