Summary
Keeta is hiring a Senior Specialist – Business Process Improvement in Riyadh to improve customer, merchant, and rider service journeys across Saudi Arabia. The role involves analyzing service and financial data, designing support workflows and SOPs, and testing AI-enabled process changes. The specialist will build performance reports, quantify improvement impact, and work with teams across operations, support, product, technology, risk, finance, and marketing. Applicants should have 5–8 years of relevant experience, strong customer service metrics and data analysis skills, and fluency in Chinese and English; Arabic is an advantage.
The posting
As published on keeta-global.com. Pulled from the employer's site and shown as they wrote it.
Responsibilities
1. Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives. Identify pain points, failure points, and handoff gaps in the delivery cycle (order placement, restaurant prep, rider assignment, dispatch, delivery, post-delivery support).
2. Design the full service journey from AI customer service to manual support, including:Service routing and layering. Service risk control. Decision trees, macros, and workflows for frontline teams.
3. Ensure processes are clear, concise, and easy to operate, aligned with Saudi customer habits and local regulations. Output service rules and standards that balance the experience of customers, merchants, and riders.
4. Analyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc) to identify root causes and prioritize improvements. CX metrics: CSAT, FCR, AHT, ART, SLA, contact-per-order, complaint rate, repeat contact rate etc. Refund rate, compensation to customers and merchants, cost per order, loss rate etc.
5. Run pilots and A/B tests on new processes and AI-enabled flows; measure impact and scale what works. Create dashboards and regular reports for leadership on process performance, savings, and CX impact. AI-enabled operations.
6. Leverage AI tools (e.g., ChatGPT, Copilot, or equivalent) to:Analyze large datasets and customer feedback. Draft and refine SOPs, macros, and communication templates. Support design of AI-assisted workflows for frontline agents. Proactively explore new AI tools and define what AI-driven operations look like in the KSA market.
7. Integrate AI into daily workflows to drive tangible efficiency gains without compromising quality or compliance. Stakeholder management & collaboration. Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing etc to implement process improvements. Implement new processes and service rules. Monitor adoption and performance. Provide training and enablement materials.
8. Present recommendations and results to senior leadership in a clear, data-driven way. Accept occasional cross-country travel for workshops, trainings, and alignment sessions as needed.
Requirements
1. Bachelor's degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's is preferrable.
2. 5-8 years of experience in process improvement, service design, operations, or CX in a high-volume, fast moving & tech-enabled environment (food delivery, e-commerce, logistics, marketplace, or similar).
3. Proven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows.
4. Strong understanding of customer service metrics (CSAT, FCR, AHT, SLA, contact rate etc) and how process changes affect them.
5. Demonstrated ability to analyze data, quantify financial impact of process issues (refunds, compensations, cost per order etc), and build business cases for improvement.
6. Strong data analysis and insight generation skills; experience with SQL, BI tools is a strong plus.
7. Experience working with BPOs or outsourced support teams and driving performance through process and governance. Fluency in Chinese and English, written and spoken. Arabic will be a plus.
8. Proficient in AI tools (e.g., ChatGPT, Copilot, or equivalent); able to integrate AI into daily workflows to drive tangible efficiency gains.
Highlights
1. Documented end-to-end journey maps for key KSA use cases, with associated service rules, SOPs, and decision trees for AI and manual support.
2. CSAT, FCR, contact-per-order, refund rate, or cost per order, etc, driven by process and AI-enabled changes.
3. Clear reduction in refunds/compensations linked to process improvements, with documented attribution and savings.
4. Established rhythm of process and AI pilots, with a repeatable framework for testing, measuring, and scaling improvements.
5. Strong working relationships with Operations, Product, BPO, and cross-functional partners, with this role seen as a core enabler of data-driven, AI-enabled CX and cost efficiency.