Senior Specialist – Business Process Improvement (Customer Experience)

About Us Keeta, the international subsidiary of global delivery leader Meituan, is driven by a clear mission: We help people eat better, live better. Building on our parent company's 16 years of technological and operational expertise mastered in China, we are leading a global transformation in food and consumer product delivery. Since our start in 2023, Keeta has focused on creating value for every part of the communities we serve. We provide a reliable experience for consumers, enhance technology and operations for restaurants, and create more earning opportunities and greater safety for courier partners. This commitment to shared progress drives our journey from Hong Kong, China, across the Middle East and into Brazil, with the world ahead. What You'll Do - Map end-to-end customer journeys across app, web, and support channels for KSA, covering user, merchant, and rider perspectives. - Design the full service journey from AI customer service to manual support, including service routing, layering, risk control, decision trees, macros, and workflows for frontline teams. - Analyze service data, contact reasons, refund/compensation data, and customer voice (surveys, VOC, complaints etc.) to identify root causes and prioritize improvements. - Run pilots and A/B tests on new processes and AI-enabled flows; measure impact on CX metrics (CSAT, FCR, AHT, ART, SLA) and financial metrics (refund rate, cost per order, loss rate), then scale what works. - Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing to implement process improvements, and work closely with BPO partners on implementation, monitoring, training, and enablement. What We Need From You - Bachelor's degree in Industrial Engineering, Business, Operations, Data Analytics, or related field. Master's preferred. - 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). - Proven experience in customer journey mapping and converting insights into operational playbooks, SOPs, and support workflows. - Strong data analysis skills; experience with SQL, BI tools is a strong plus. - Fluency in Chinese and English, written and spoken. Arabic is a plus. What Makes This Role Exciting - Shape the end-to-end customer experience for Saudi Arabia's fastest-growing food delivery market — from order to delivery to support. - Drive real business impact by quantifying process improvements in both CX (CSAT, FCR) and financial metrics (refund rate, cost per order). - Build the blueprint for AI-enabled customer operations in KSA, exploring and defining what AI-driven CX looks like at scale. Why Join Keeta - Global scale, local impact — Keeta is Meituan's international arm, backed by 16 years of technology and operational expertise, and one of the fastest-growing food delivery platforms in the Middle East. - Shape the customer experience for a new market — You'll design processes from the ground up for KSA, defining standards that balance the experience of customers, merchants, and riders. - Work with top talent globally — Collaborate with teammates from over 40 countries in a fast-moving, high-performance environment.

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