Customer Experience Planning & Engineering Specialist

This opportunity is for a Grade 11 position and is specifically aligned to a permanent night shift role.

Quality Audits & Governance

• Conduct regular quality audits to ensure adherence to defined processes, policies, and performance standards.
• Analyze audit outcomes to identify trends, gaps, and risk areas, and recommend corrective and preventive actions.
• Partner with Operations and stakeholders to implement quality improvement initiatives and track effectiveness.

Learning & Development (L&D)

• Support the design and execution of learning and development programs aligned with business and operational needs.
• Identify skill gaps through performance data, audits, and stakeholder feedback, and propose targeted L&D interventions.
• Measure training effectiveness using predefined metrics and drive continuous enhancement.

Training & Onboarding of New Hires

• Plan and deliver training programs for new hires, ensuring readiness for live operations.
• Coordinate with Operations, Quality, and SMEs to maintain training content accuracy and relevance.
• Provide post-training support and analysis to improve time-to-proficiency and reduce early-life defects.

Process Improvement

• Identify opportunities for process optimization and standardization using data-driven analysis.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
• Develop and maintain SOPs, process documentation, and best practices.

Project Management

• Support and manage cross-functional projects, including hiring programs, transitions, and strategic initiatives.
• Define project scope, timelines, deliverables, risks, and dependencies.
• Track progress, ensure stakeholder alignment, and provide regular status updates.

Problem Solving & Critical Thinking

• Apply structured problem-solving methodologies to address operational and performance challenges.
• Analyze complex data sets to derive insights and recommend actionable solutions.
• Demonstrate strong critical thinking in evaluating options, risks, and trade-offs.

Data Analytics & Insights

• Perform data analysis on operational, quality, and training performance metrics to identify trends, patterns, and improvement opportunities.
• Generate data-driven insights to support decision-making and business strategy.
• Design and maintain dashboards and reports to provide visibility into key performance indicators (KPIs).
• Translate complex datasets into actionable recommendations for stakeholders.

Data Visualization

• Develop intuitive data visualizations (dashboards, charts, presentations) using tools such as Excel, Power BI, or similar platforms.
• Present insights in a clear and impactful manner to leadership and cross-functional teams.
• Ensure consistent and standardized reporting frameworks across projects.

You will be a great fit if you

• Solid understanding of quality frameworks, L&D methodologies, and operational processes
• Strong expertise in data analytics, reporting, and visualization tools (e.g., Excel, Power BI)
•  Excellent analytical thinking, problem-solving, and critical reasoning skills
• Experience in project management and cross-functional stakeholder management
• Strong communication and data storytelling abilities
• Ability to manage multiple priorities in a fast-paced environment

• Strong understanding of quality frameworks, training methodologies, and operational processes
• Excellent analytical, problem-solving, and critical thinking skills
• Proven experience in project management and stakeholder coordination
• Strong communication and presentation skills
• Ability to work independently and manage multiple priorities in a fast-paced environment