Process Excellence Analyst

THE ROLE We are looking for a proactive, data-driven Process Excellence Analyst to join our Merchant Excellence team. KEY RESPONSIBILITIES Continuous Improvement & Data-Driven Identification - Merchant Interaction Analysis: Deep-dive into interactions (e.g., chat transcripts, emails, call volumes) to identify trending merchant friction points, repetitive queries, and process gaps. - Proactive Auditing: Go beyond surface-level metrics to analyse touchpoints across the entire merchant lifecycle from onboarding to daily operations - Data-Driven Insights: Synthesize qualitative agent feedback with quantitative interaction data (e.g., Contact Rate per Merchant, Repeat Contact Rate, Sentiment Analysis) to build data-backed business cases for process change. - Process Mapping: Document "as-is" workflows and translate messy, fragmented procedures into clean, standardised blueprints. Solution & Process Redesign - End-to-End Redesign: Conceptualise, test, and implement scalable "to-be" processes that improve both the merchant experience and agent productivity. - Automation & Tooling: Partner with Product and Tech teams to eliminate manual work through automation, better routing, or UI/UX improvements in internal tools. - Change Management: Create clear SOPs (Standard Operating Procedures) and documentation to ensure smooth rollouts of new processes. Workload Management & Governance - Ji...