Customer Experience - Process Improvement Analyst

at  GetYourGuide

ABOUT GETYOURGUIDE

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

We are looking for an enthusiastic and experienced Process Improvement Analyst to join our Customer Experience Team within Care, primarily focused on enhancing business efficiency by analyzing current practices, identifying improvement opportunities, leveraging analytics, and tailoring solutions to our customer-specific requirements, while ensuring effective implementation for optimized workflows
The CX team aims to understand pain points in a customer’s journey and needs to make them easily accessible or to empower the GetYourGuide team to make user-centric decisions. Our goal is to serve as the customer advocate throughout the end-to-end journey
You will be the main point of contact for all process, communication and product changes within Care customer support and communication. You will work within Care and other GetYourGuide teams to define business needs, translate them into process requirements, flows, and quality standards, and create data management systems to provide feedback, metrics, and visibility.
This role will report to the Senior Process Improvement Manager and is Berlin-based.