We are looking for a highly organized and results-driven professional with process optimization and process improvement experience, preferably within consumer care or other consumer-facing function. This is a 6-months assignment within Consumer Care Excellence team. The assignment will focus on transitioning to the new consumer fraud-prevention tool.
What are you going to do?As a Consumer Care Excellence Specialist, you will play a crucial role in optimizing processes, driving improvements, and enhancing consumer experiences. As part of your assignment, you will be conducting process reviews, and leading initiatives to reduce inefficiencies mostly in Returns, Refunds and Fraud Prevention areas of Consumer Care. You will closely collaborate with x-functional teams to define and implement process changes, and will work with Global teams on enhancements to athletes’ tools. This role prioritizes process improvements, collaboration, and problem-solving to enhance service delivery and improve consumer experience.
Specifically, you will:
o Conduct process reviews and process mapping exercises
Review existing processes related to Returns and refunds, identify process gaps and improvements opportunities. Apply Lean and Six Sigma process improvement frameworks to identify process waste, create efficiencies and optimize where possible. React to operational changes and map new processes
o Drive process improvements initiatives
Take ownership and drive changes in Consumer Care Returns and Refunds areas to prevent contacts and reduce fraudulent activities. Optimize inefficiencies to drive higher performance and streamline consumer issue resolution while adhering to internal NIKE policies
o Collaborate with external stakeholders and drive ownership
Work closely with teams within Consumer Care as well as external teams to share insights, drive change, and encourage ownership
o Generate insights and share with the rest of the business
Create ad-hoc analyses to share main Consumer Care performance KPIs with the rest of NIKE business and to support external initiatives. Analyze consumer conversations using NLP data analysis methodologies, and create dashboards to supply external teams with consume care insights
o Problem-Solving and Optimization:
Proactively address operational inefficiencies and challenges, identify solutions that enhance service delivery. This role is pivotal in driving consumer experience with a clear focus on process excellence and team collaboration.
What do we offer?- Nike maintains a hybrid working model, 3 days in the office, 2 days from home.
- 25 vacation days if you work 40 hours per week a full year
- Commuting allowance of €0.23 cent per km/max of €23 net per office day
- Work from home allowance of €5 per day on days you are working from home
- 8.33% holiday allowance
- Participation in pension plan, fully covered by Adecco in the first year
- 25% discount in the employee store
- Free access to the online learning platform Adecco Academy
- Access to the gym facilities on campus
Where will you work?NIKE EHQ is based on an inspiring campus in Hilversum. A dynamic, energizing place to work that reflects the values and spirit of the brand. Colleagues from all over the world and located in and amongst numerous parks, cycling lanes and running tracks.
What do we ask?The ideal candidate should be passionate about driving process excellence, identifying improvement opportunities, automating, creating efficiencies and driving change. This role requires someone who thrives in a fast-paced environment, is proactive and can seamlessly collaborate with cross-functional teams.
Skills we are looking for:
o Experience with Consumer Care
Has experience being a part of Consumer Care organization, understands Consumer Care processes and challenges
o Process optimization and process improvements
Has experience with process mapping, can identify process gaps and suggest improvement opportunities. Experience working with Lean or Six Sigma methodologies is a plus
o Strong Analytical Skills:
Able to analyze data to get needed insights to support business case creation or advocate for a process change. Knows how to tell the story and how to present the insights to external teams.
o Detail-Oriented:
Has a systematic approach ensuring process adherence, task throughput, and quality standards are met consistently.
o Excellent Communicator:
Capable of clearly articulating ideas and updates to internal teams, external partners, and leadership.
o Stakeholder management
Able to set the right tone of voice with the right audience, has strong interpersonal skills to influence decision making and align stakeholders, collaborates with other teams to achieve results
o Problem Solver:
A proactive individual who anticipates challenges, addresses issues effectively, and maintains calm under pressure.
o Team-Oriented:
A collaborative team player who builds strong relationships with Partner Management, Workforce Management (WFM), Support, Quality and Content teams while also effectively managing x-functional relationships.
o Consumer-Centric Mindset:
Understands the importance of delivering exceptional consumer experiences and strives to enhance the quality of services provided.
o Adaptable:
Comfortable working in a dynamic environment with shifting priorities and multiple responsibilities.
Are you interested?Apply now via the green button. If you need more information about the team, the company, the role; feel free to send an email to nike@adecco.nl. We will be more than happy to support!