Senior Specialist of Business Process Innovation-Keemart

Job description

• Design and output the service process for the Keemart business line, building service rules based on business models and customer experience, and continuously optimizing them to ensure the service processes is useful, clear, concise, and easy to operate.
• Establish and operate multi-source insight mechanisms including VOC (Voice of Customer), VOE (Voice of Employee), data analytics, and external benchmarking, identify and break down customer pain points, and collaborate with internal and external resources to reduce problem occurrence.
• Use strong data acumen to analyze service efficiency, customer experience, and risk data, turning insights into actionable improvement strategies.
• Dive deep into business operations, identify operational pain points, propose improvement recommendations to business teams, and drive the implementation of related requests.
• Lead cross-functional collaboration with product, R&D, BA, and other functions, own goal breakdown, strategy design, and delivery of results for service improvement projects, enhance customer experience while balancing service efficiency and cost.

Service process design

• clear understanding of the entire service process chain from design and execution to outcome measurement, taking ownership of the whole journey.

Data insight

• familiar with core service industry metrics, experienced in data analysis, and able to independently complete the full workflow from data processing to anomaly identification to root-cause analysis.

Project management

• experienced in leading service improvement projects, with the ability to break down goals, coordinate resources, drive implementation, and deliver results.

Cross-functional influencing

• skilled at integrating internal and external resources and driving improvements through cross-team collaboration, with a strong sense of ownership.
• Bachelor's degree or above, with 3+ years of experience in operations, data, or related fields; service operations experience is a plus.
• Proficient in English and able to use it as a working language.
• Keemart is one of the core businesses in Meituan's new retail landscape, with huge growth potential and abundant opportunities.
• You will lead high-impact customer experience projects across the entire service journey, playing a key role in shaping business strategy.
• Define what AI-powered customer service looks like in your market, pioneer AI-enhanced workflows, and shape the future of your function with cutting-edge tools.
• You will enjoy a positive team culture, a collaborative environment, and rich opportunities for cross-cultural learning and exchange, where you create value while growing personally.