Job Description/Specification:
The Senior Process Improvement Specialist role at Snoonu is focused on improving how work gets done across operations, customer experience, and support functions. The position combines Lean Six Sigma, data analysis, customer insights, automation, and change management to make processes faster, more efficient, scalable, and customer-focused.
Key Responsibilities
- Lead end-to-end process improvement initiatives aligned with Snoonu’s operational and business priorities.
- Assess, map, redesign, and optimize processes to improve handling times, quality, scalability, and cost efficiency.
- Apply Lean, Six Sigma, Kaizen, DMAIC, VSM, PDCA, and related improvement methodologies.
- Define and monitor KPIs and contribute to performance dashboards and governance routines.
- Identify bottlenecks, inefficiencies, and operational risks and develop practical mitigation measures.
- Use data analysis and Voice of the Customer insights to identify root causes and improve customer experience.
- Work closely with Operations, Product, Technology, and Customer Experience teams to implement improvements.
- Support the adoption of new processes and ways of working through change management activities.
- Coach process owners and team members on continuous improvement tools and techniques.
- Explore the use of AI to improve operational processes and reduce case handling times.
- Design scalable improvements across areas involving drivers, restaurants, and supply.
- Standardize operational procedures across People Operations and Operations functions.
Requirements
Candidates should bring strong experience in process improvement, operational excellence, or continuous improvement. Key requirements include:
- Proven experience delivering process improvement projects from assessment through implementation.
- Hands-on knowledge of Lean Six Sigma, DMAIC, Value Stream Mapping (VSM), PDCA, and Kaizen.
- Experience working in fast-paced operational environments.
- Strong stakeholder management and change-support capabilities.
- Ability to influence teams and process owners without relying on direct authority.
- Data-driven approach to defining KPIs and turning analysis into practical improvements.
- Customer-focused mindset with experience using feedback and VoC information.
- Exposure to digital transformation, automation, or process enablement tools.
- Lean Six Sigma or Operational Excellence certifications.
Who Should Apply?
This opportunity is relevant to professionals working in operational excellence, process improvement, continuous improvement, business process management, or service operations.
Candidates who have worked in high-volume environments and can demonstrate measurable improvements in efficiency, quality, customer experience, cost, or processing time should highlight those achievements.
Experience in logistics, delivery, aviation, or other high-volume service environments is considered a bonus. The ability to communicate effectively with both senior leadership and frontline teams is also valuable.
Skills That Will Help You Succeed
Technical process-improvement knowledge is only one part of this role. The specialist needs to understand how processes operate in real working environments and engage the people responsible for executing them.
Strong analytical skills are important for identifying root causes, establishing performance measures, and tracking whether improvements produce sustainable results. Equally important are communication, stakeholder management, coaching, and change-support skills.
Experience with automation and digital transformation can help when identifying opportunities to simplify or accelerate repetitive operational processes. The role also specifically highlights the potential use of AI to improve case handling times.
How to Stand Out
A strong CV should focus on measurable improvement results rather than simply listing Lean Six Sigma terminology.
For each major project, consider showing the original problem, methodology used, teams involved, and measurable outcome. Examples could include reductions in processing time, operational cost, error rates, customer complaints, or workflow bottlenecks.
Clearly list your Lean Six Sigma certification level and experience with DMAIC, VSM, PDCA, Kaizen, process mapping, KPI dashboards, automation, or continuous improvement tools.
If you have worked directly with frontline teams, process owners, technology teams, or senior stakeholders, explain how you gained adoption and sustained the new process.
Interview Preparation
Expect questions that test both technical process-improvement knowledge and practical stakeholder management.
Prepare examples showing how you have:
- Identified the root cause of an operational problem.
- Mapped and redesigned an end-to-end process.
- Used DMAIC, Kaizen, VSM, or PDCA to deliver an improvement.
- Defined KPIs and measured improvement results.
- Used customer feedback or VoC data to change a process.
- Influenced stakeholders without direct authority.
- Managed resistance to a new way of working.
- Used automation or technology to improve efficiency.
- Reduced processing or case handling times.
- Standardized procedures across different teams or operational areas.
You may also be asked to analyze a hypothetical operational problem and explain how you would diagnose it, identify improvement opportunities, implement a solution, and measure its impact.
Career Growth
The position offers exposure to operational strategy, process transformation, data-driven decision-making, customer experience, technology, and cross-functional change. Experience across these areas can strengthen a career in operational excellence, business transformation, process management, continuous improvement, or operations leadership.
Snoonu also highlights learning budgets, access to courses and tools, autonomy, flexible time off, and an Agile working environment as part of its work-life offering.
Frequently Asked Questions
1. What does the Senior Process Improvement Specialist do?
The role leads process optimization initiatives across Snoonu’s operations, customer experience, and support functions, with a focus on efficiency, quality, scalability, cost, and customer outcomes.
2. Which improvement methodologies are relevant?
The job specifically mentions Lean, Six Sigma, Kaizen, DMAIC, VSM, and PDCA.
3. Is Lean Six Sigma certification required?
Lean Six Sigma or Operational Excellence certifications are listed among the desired qualifications.
4. Which industries could provide relevant experience?
Experience in logistics, delivery, aviation, or high-volume service operations is identified as a bonus.
5. Does the role involve AI or automation?
Yes. The position includes identifying opportunities to use AI to improve and speed up case handling, alongside broader exposure to digital transformation and automation.