Your mission will be:

📍Support the identification of improvement opportunities by providing relevant data and data analysis 📍Responsible for documenting process changes/new process design and measuring process compliance within the business 📍Utilise data analysis techniques, lean methodologies, and process mapping tools to identify bottlenecks, waste, and opportunities for optimization 📍Utilise statistical analysis methods and performance metrics to quantify the impact of process improvements and monitor ongoing progress 📍Facilitate cross-functional teams in identifying root causes, developing solutions, and implementing changes to enhance efficiency and effectiveness 📍Conduct workshops and facilitate training sessions to promote a culture of continuous improvement and empower employees to contribute to process optimization efforts. 📍Managing and maintaining Luno’s customer support improvement plans to focus on the best customer experience at the lowest cost. 📍Baselining performance in key Metrics, conducting root cause analysis to troubleshoot, reduce or eliminate issues, planning improvement projects for delivery and implementation. 📍Working closely with Luno’s Customer Success, QA, Training, Content, Operations and 📍Flight Control Centre team’s, to ensure aligned communication and implementation to drive Operational Excellence 📍Manage continuous improvement projects, including defining project scopes, timelines, and deliverables. Coordinate resources, track progress, and communicate project status to stakeholders. Ensure projects are completed within specified timeframes and aligned with organisational goals. 📍Collaborate with stakeholders at all levels of the organisation to identify improvement opportunities and align continuous improvement initiatives

A little about you:

📍A minimum of 18 - 24 months relevant work experience within Customer Service driven Environment (Required) 📍Lean Six Sigma Green Belt Accreditation (Required) 📍Knowledge of Agile - (Advantageous) 📍Experience in Opportunity / Problem identification and driving process improvement and Operational Excellence within product and operational teams (Advantageous) 📍Strong analytical and creative thinking skills (Required) 📍Effective communication skills (Required) 📍Knowledge of process mapping techniques, statistical analysis tools, and performance measurement methodologies. 📍The ability to influence and make recommendations confidently with the use of data and analyses, especially to the senior leadership team. 📍Proven planning and organisational skills to meet tight deadlines and prioritise workload. 📍The ability to work successfully, individually and as part of a team, in an ever-changing environment.