Service Experience Specialist

Delivery Hero is present in 70+ countries across four continents and is on a mission to deliver anything, straight to customers’ doors. The company started as a food delivery service in 2011 and today runs its own delivery platform on four continents. As a part of its Global Tech Hub strategy, Delivery Hero centralized its product and technology teams and officially launched the 4th Tech Hub in Türkiye in 2022. Created in Türkiye with a view to serving the platforms operating within Delivery Hero, the Delivery Hero Tech Hub is among the largest technology hubs operating within Delivery Hero.

Recipe of the job

• Establish central structures across EU markets, encompassing Yemeksepeti and Foodora brands of Delivery Hero, while closely monitoring market needs and offering tailor-made solutions as required.
• Evaluate existing processes and continuously propose improvements to enhance service and customer experience.
• Identify opportunities for automation to streamline operations and improve self-service experiences.
• Monitor and resolve tasks and pain points for stakeholders and customers, ensuring timely resolution.
• Lead the implementation stages of process improvement initiatives, collaborating with cross-functional and international teams.
• Stay updated on industry trends across EU markets and customer insights, bringing new ideas and perspectives to the team.
• Facilitate communication between local entities and central product teams, representing the EU regional perspective.
• Collaborate with various teams to develop solutions and improvement plans aligned with business and customer needs.
• Be the advocate of the customer while providing optimal solutions for business goals.
• Create guidelines, documentation, and workflows to increase productivity and maintain historical records.
• Track and report on CX and Service Operations KPIs, ensuring transparency among stakeholders.
• Align process outputs with OKRs, driving towards overarching business goals.

Requirement list

• 1-3 years of experience in Process Development, Project Management, Product Operations, Customer Experience, or similar fields, with a focus on customer experience.
• Experience in e-commerce, delivery, retail, banking, or telco is a plus.Bachelor's Degree in a related field;MBA is a plus.
• Excellent verbal and written English skills, as a significant portion of daily tasks involve communication with global teams.
• Familiarity with agile methodology and tools such as Jira, Asana, or Confluence is advantageous.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Proficiency in tools like Tableau, Looker Studio, and BigSQL is appreciated.
• Ability to facilitate meetings, presentations, and maintain stakeholder relationships.
• Detail-oriented with the ability to see the big picture when necessary.
• Proactive, questioner, tech-savvy, and driven by impact and innovation.​

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