Process Lead - Service Innovation - Customer Journey Transformation 

At Wayfair, our strong technology offerings help our customers find and order the perfect products for their needs, and it’s our award-winning, in-house customer service team that brings a human touch and empathy to help build brand trust and customer loyalty. Our Customer Service team has offices in Galway, Berlin and EU Virtual teams and our focus is continuously innovating and improving to offer the Best in Class Customer Experience.

The ‘Create Standards’ team leverages a creative approach and quantitative skills to answer high-level business and strategy questions that are most impactful to create the best possible customer experience through designing journeys to enable us to provide the highest level of care. This team is highly cross-functional and works in close partnership with Senior leadership and global stakeholders to solve the most complex problems across a variety of operational workstreams.

The Create team is an internal team that acts as a lighthouse for the wider business,  that seeks to make improvements by shining the light on the true customer experience, learning from the good and the bad and driving change through people allocation, processes, and technology. The team is cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful changes across the business.

What You’ll Do:

• Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation
• Develop and manage assigned projects and be accountable for delivering against established business OKRs and STO missions
• Conduct in-depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies
• Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them
• Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by the voice of the customer
• Quantify the impact of projects on financials, productivity, customer experience and compliance
• Act as a thought partner to create a unique and positive customer experience and service
• Define future processes/workflows which will support desired improvements
• Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals
• Structures identified business challenges logically
• Mentors Project Managers on Lean Six Sigma and general project management skills. Supports the team to adopt process and design-based thinking
• Work cross-functionally with counterparts in Service Product teams to ensure we develop a scalable strategy to fully enable self-service. Take full ownership of the topic to drive the agenda forward
• Analyse, evaluate, and overcome project risks, and maintain projects’ documentation up to date to support the creation of reports for management and stakeholder.

What You’ll Need:

• Lean Six Sigma certification (e.g., green belt, black belt, master black belt, or other) or other relevant Project Management training
• At least 3 years of experience in Lean Six Sigma or related continuous improvement areas
• Experience in change management, stakeholder management, and influencing people without authority, cross-functional teams, suppliers and stakeholders.
• Strong oral and written communication, interpersonal, presentation and organization skills;
• Ability to communicate with all levels of staff, management, and senior leadership
• Highly motivated to take ownership and drive initiatives with minimal direction
• Capacity to think strategically and innovatively
• Proven ability to thrive and innovate in a fast-paced and dynamic environment, comfortable managing through ambiguity and has demonstrated experience owning projects E2E.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
• A strong focus on quantitative & analytical work - demonstrated experience turning data into actionable insights; merging both qualitative and quantitative insights into a clean narrative.