Continuous Improvement

**JOB DESCRIPTION**

An exciting opportunity is available for an experienced Service Quality Customer CI Specialist to join our Business Intelligence - Service Quality team on a permanent basis.

As the Service Quality Customer CI Specialist, you will seek to improve the operational processes, revenues & customer experience, through providing functional, operational and problem resolution in support of poor performing or at-risk customers, strategically important receivers and business partners.

Reporting to the Service Quality Customer Manager, the Service Quality Customer CI Specialist will contribute towards all tactical & strategic matters related to continuous improvement in the business. Your primary customer responsibilities will be state focused, with attention and consideration given to other customers across other divisions or states if required.

**Primary Duties & Responsibilities**
- Undertaking deep dive data analysis and value stream mapping of the existing operational processes to identify gaps, bottlenecks to eliminate work duplication, influence operational cost reduction and deploying best practices accurately and reliably
- Study, measure and evaluate network throughout issues within the major GE depots to support and maintain optimum delivery performance (DIFOT)
- Use a combination of Project Management (PM) and Continuous Improvement (CI) tools / techniques to lead & implement customer CI projects / workshops, validate issues, identify root causes, develop corrective actions, formulate SOPs and implement change
- Identify opportunities for more innovative and/or efficient operational and business process designs to improve customer experience & team efficiency
- Support cultural change that embraces CI through the education and use of Lean Six Sigma (LSS) tools and methodologies
- Work with the relevant key stakeholders i.e., Sales, Account Management, Operations representatives etc., to identify issues and opportunities and proactively implement change to improve the service delivery and the customer experience.
- To ensure customers are aligned to agreed new process and/or changes in existing processes which will optimise the E2E delivery process and GE initiatives

**About You**:
**Qualifications**:

- Six Sigma accreditation (Yellow / Green belt preferred)
- Proven experience in continuous improvement and/or customer experience
- Clear understanding and/or experience of a transport network and logistics environment
- Proven experience in managing customers, internal/external stakeholders
- Self-driven with a strong sense of urgency, commitment to deadlines and deliverables
- Passionate about change, improving business culture and results driven
- Innovative & curious
- Strong customer advocacy and understanding
- Team Player who can get along with people, have good influencing skills, and can motivate others.
- Strong written and verbal communication skills
- A good understanding of data fundamentals and root cause analysis
- A knowledge of processes, process & value stream mapping
- A basic understanding of statistical data analysis and the use of statistical software i.e., Minitab

**Why Team Global Express (TGE)**
- Competitive salaries, 82% of our employees considered salaries competitive/high (Seek)
- Excellent career development and progression opportunities
- TGE offers all employees well-being and mental health services
- Uncompromising dedication to the safety of all our employees
- Staff discounts via the likes of Coles Express, G'Day Rewards, Officeworks & Hertz etc
- Up to 14 weeks paid primary carers parental leave
- Nominated 'Best Carrier' (NORA Solution Partner Awards)
- Our sector is very secure, much sought after, growing and worth over $115 billion AUD every year
- We invest heavily through Environmental, Social & Governance (ESG) framework
- Strong Corporate Social Responsibility (CSR) business model

**Diversity and Inclusion**

We celebrate difference.

Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.