About the chance As a Sr.
Specialist, CX Process Improvement, you will lead the design, development, and continuous improvement of Standard Operating Procedures (SOPs) across Customer Care.
You'll drive process efficiency using Lean Six Sigma methodologies, delivering measurable improvements in customer experience and cost to serve.
You will own improvement programs end-to-end — from problem definition through execution, measurement, and iteration — across strategic, operational, and quick-win project tiers.
This role is hands-on and cross-functional.
You will act as a gatekeeper for new market initiatives and service launches — reviewing requirements, mapping to policies, designing SOPs, and cascading changes through Knowledge management.
You will also drive agent empowerment by formulating business cases and feature requests,



liaising with Product and Tech through delivery and configuration, and connecting frontline operational insights to product decisions.
WHAT'S ON YOUR PLATE?
1.
SOP Design ability to communicate complex analysis simply and persuasively Who we are Talabat is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door.
We operate in around 65 countries worldwide.
Headquartered in Berlin, Germany.
Delivery Hero has been listed on the Frankfurt Stock Exchange since **** and is part of the MDAX stock market index.

📌 Sr. Specialist Process Improvement (Queensland)
🏢 Delivery Hero
📍 Queensland