The Continuous Improvement & Systems Lead is responsible for driving global process excellence, operational transformation, automation, and technology enablement across the Customer Service and Order-to-Cash (O2C) organization. This role serves as the primary business leader for continuous improvement initiatives and Customer Service systems, ensuring processes are standardized, scalable, efficient, and aligned with business objectives.
Working closely with Customer Service, Supply Chain, Finance, Commercial, IT, and Business Excellence teams, the role identifies opportunities to simplify processes, eliminate waste, improve customer experience, and leverage technology to enhance productivity and service performance. The position acts as a catalyst for change, leading strategic initiatives that improve operational effectiveness while supporting the organization's digital transformation roadmap
Job Description
Continuous Improvement & Process Excellence
- Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes.
- Identify opportunities to improve service quality, efficiency, customer experience, and process standardization.
- Facilitate problem-solving methodologies to drive sustainable process improvements.
- Conduct process mapping, value-stream analysis, and root-cause investigations to identify improvement opportunities.
- Develop and implement standardized best practices across regions and customer service teams.
- Establish continuous improvement governance and track realization of identified benefits
Process Transformation & Automation
- Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations.
- Evaluate and implement workflow automation, robotic process automation (RPA), AI-enabled solutions, and digital tools where appropriate.
- Partner with business stakeholders to redesign processes that improve customer experience and operational performance.
- Develop business cases that quantify expected business benefits, productivity gains, and return on investment.
- Monitor post-implementation performance and benefits realization against project objectives.
Systems Ownership & Technology Enablement
- Serve as the business owner for Customer Service technology platforms and supporting systems.
- Define business requirements for system enhancements, upgrades, integrations, and new technology implementations.
- Partner with IT, Digital, and external providers to prioritize and execute technology roadmaps.
- Ensure system capabilities support standardized business processes and evolving organizational needs.
- Manage testing, user acceptance activities, and business readiness for system deployments.
- Maintain a pipeline of technology improvement opportunities and innovation initiatives.
Customer Service & O2C Optimization
- Analyze end-to-end O2C performance to identify bottlenecks, service failures, and process inefficiencies.
- Drive improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment-related processes.
- Collaborate with Customer Service leaders to improve operational performance through process redesign and technology adoption.
- Support global standardization initiatives to reduce process variation and increase scalability.
- Promote a customer-centric approach in all improvement and system enhancement activities.
Change Management & Adoption
- Lead organizational change efforts associated with process and technology transformations.
- Develop communication, training, and stakeholder engagement plans to drive successful adoption.
- Partner with the Policies, Procedures & Training Lead to ensure documentation and training materials remain current following process and system changes.
- Establish feedback mechanisms to measure user adoption and identify opportunities for further improvement.
- Act as a change champion and advocate for continuous improvement across the organization.
Project & Portfolio Management
- Manage a portfolio of Customer Service improvement and systems initiatives.
- Prioritize projects based on business value, strategic alignment, customer impact, and resource availability.
- Facilitate governance reviews and provide project status updates to leadership teams.
- Identify risks and mitigation strategies to ensure successful project delivery.
- Track and report realized operational and financial benefits resulting from improvement initiatives.
