Luno Senior Continuous Improvement Specialist Jobs in South Africa

The world is changing.

We all want something different.

At Luno, we see you as an individuals.

Together, we're upgrading the world of work, to unleash your potential and empower you to become the best possible version of yourself.

Upgrading the entire planet to a new financial system is a challenge of epic proportions. Like the first moon landing, it requires special kinds of people working together with unusual skill, focus and determination. We’re changing the financial landscape, and to do so, we need the best team on board for our mission. In short, to achieve our goals, we need exceptional talent. As simple as that.

A little about us:

• We make it safe and easy to buy, store and learn about cryptocurrencies like Bitcoin and Ethereum.

• We currently have over 5 million customers across 40 countries.

• We're part of the Digital Currency Group, a group of companies driving progress in the cryptocurrency and blockchain space that includes Grayscale, Genesis, Coindesk and Foundry Services.

• Our platform has processed over $14 billion to date.

• We’re proud to be one of the world’s most international cryptocurrency teams from 43 different nationalities — working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria and Singapore.

The role in a nutshell:

Luno aims to continuously improve our product and add new features. Most importantly, when there are changes, we need to listen to our customers and get their feedback on how we could (possibly) improve their journey. This role will ensure that the customers' voice is heard and communicated clearly across our different teams and departments. As the senior specialist, you will make sure our product teams receive the detailed input they need to develop the best possible solutions for our customers.

You will report into Jeannette (Project Alignment & Continuous Improvement Manager) who started her career as a lawyer in Germany, but moved to Cape Town in 2011 (she loved it that much) and joined Luno in 2018. She has extensive experience in Quality and Training, globally (ask her about her trip to India, if you get a chance). The Continuous Improvement Team is currently set up with 5 team members and located in Cape Town.

Your mission will involve:

• Identifying and facilitating continuous improvement projects + organising training and workshops to drive cultural change.

• Managing and maintaining Luno’s customer support improvement plans to focus on the best customer experience at the lowest cost.

• Conducting root cause analysis to determine metrics, troubleshoot issues, plan projects and create process documentation.

• Leading analysis in cost, quality, productivity, flow, customer funnels and root causes.

• Conducting operational audits to identify areas of opportunity across the business.

• Working closely with Luno’s Customer Success QA, Training, Content and operations team to ensure aligned implementation and communication within the team.

• Carrying out advanced data collection and analysis for process mapping + developing budgets and cost analysis to determine project feasibility.

• Developing a culture of continuous improvement and lean thinking.

• Contributing to and facilitating Kaizen or design sprint activities.

• Liaising between different departments such as customer support, Product, Marketing, Compliance and Payments to drive process excellence.

In your first six months, you will

• Support Junior/Continuous Improvement Specialists and coordinate work within the team.

• Create standard operating procedures and training plans for the team and Customer Success, in general.

• Build strong relationships with other departments to ensure project alignment across Luno.

• Be a part of visible product improvements and have driven at least one impactful project.

The ideal Lunaut for this role, will have:

• 5+ years of relevant work experience.

• Call centre or other customer service experience (advantageous)

• A relevant degree from a recognised tertiary institution.

• A valid work permit for South Africa, if not a South African citizen.

• Knowledge of 5S, Kaizen, Six Sigma, and / or Lean, Agile methodologies.

• Experience driving process improvement within product teams (advantageous)

• Strong analytical and creative thinking skills and the ability to drive change.

• Familiarity with cryptocurrencies and/or the finance sector (highly advantageous).

• A customer, first approach and motivation to always provide stellar service.

• The ability to work successfully, individually and as part of a team, in an ever-changing environment.

• Proven planning and organisational skills to meet tight deadlines and prioritise workload.

• The ability to influence and make recommendations confidently with the use of data and analyses, especially to the senior leadership team.

Remote Life at Luno:

If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We’ve got you covered with excellent private medical insurance.

• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend.

• For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start.

• Annual Inspiration Day...for that pottery course you’ve always been meaning to do!

• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.

• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Monthly to break up your day and work that other part of your brain

How to Apply

For more information and job application details, see; Luno Senior Continuous Improvement Specialist Jobs in South Africa

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