Continuous Improvement

Company Description

Connecting people and communities| Driving eCommerce | Moving Australia & New Zealand

With an unrivalled and expansive network, Global Express builds unique, innovative, and tailored transport and logistics solutions.

From a shipload of containers full of fresh produce, urgent medical deliveries on the next available flight, end-to-end retail to every corner by road or rail, or simply delivering gifts to friends and family, we connect people, communities, and businesses across Australia and New Zealand.

Backed by Allegro Funds, Australia’s most awarded and largest transformation and turnaround private equity firm, we’re looking to the future and working towards new and exciting ways to put our customers’ businesses at the heart of ours.

**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 throughput 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
- Support and implement key decisions related to developing GE continuous improvement initiatives for customers
- Maintain appropriate technical capability and skills sets to serve business needs, including training requirements for all Service Quality Team Members

**Qualifications**:
**About you**

An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.

The role requires someone driven, passionate, organised, and tenacious. The Continuous Improvement Customer Specialist will have strong communication skills with a desire to continuously learn and grow their skillsets and a team player.
- Six Sigma accreditation (Yellow / Green belt preferred)
- Proven experience in Performance improvement and/or transformation experience (minimum of 2 years’ experience in similar role)
- Clear understanding and/or experience of a network and logistics environment
- Proven experience in managing customers, internal/external stakeholders over multiple geographic locations
- Strong stakeholder engagement that fosters an inclusive & collaborative environment
- Self-driven with a strong sense of urgency, commitment to deadlines and deliverables
- Passionate about change and improving GE culture and results
- 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, data and root cause analysis
- A deep knowledge of processes, process & value stream mapping
- A basic understanding of statistical data analysis and the use of statistical software i.e., Minitab

Additional Information

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