Customer Care - Continuous Improvement Specialist
At Gousto, we have a brand new opportunity within our award-winning Customer Care Team in the form of a Continuous Improvement Specialist. Reporting to the Continuous Improvement Lead, you will identify, design, and implement initiatives that enhance the customer experience, improve agent productivity, and increase operational efficiency. The role uses customer insights, data analytics, process improvement methods, and technology to deliver measurable business impact across the Customer Care function.
What You Are Doing
- Analysing Voice of the Customer (VOTC), CSAT, and other feedback to pinpoint customer pain points and recurring issues
- Collaborating with cross-functional teams to resolve customer friction and enhance overall satisfaction
- Mapping end-to-end customer journeys to identify and close gaps or inefficiencies
- Identifying and implementing automation opportunities, including chatbots, AI, and workflow automation, to improve self-service adoption
- Streamlining Customer Care processes to reduce manual workload, handle times, and errors
- Optimising agent-facing tools and AI solutions to drive efficiency and empower our front-line teams
- Supporting the CI lead on high-impact projects that involve multiple functions across the business
- Leading the standardisation and rollout of process changes, ensuring they are documented and scalable
- Gathering agent feedback to inform tool improvements and supporting the change management for new tech adoption
- Closing gaps in our knowledge base
Who You Are:
- A background in driving process and continuous improvement within a Customer Care or customer-facing operational environment
- Strong analytical capability, with the ability to use customer insight, performance data, and metrics to identify issues and measure impact
- Hands-on experience with data analysis tools (such as SQL, dashboards, or reporting tools) to support insight-led decision-making
- Experience implementing or optimising automation, AI, or self-service solutions like chatbots and workflow automation
- A solid understanding of customer journeys and Voice of the Customer methodologies (VOTC, CSAT, or qualitative feedback)
- The ability to design, document, and standardise processes while supporting effective rollout and adoption
- Experience optimising agent-facing tools, knowledge bases, or operational systems to boost productivity
- Excellent stakeholder management and communication skills, with the ability to influence others using data
- Experience supporting change management, training, or enablement for new tools and processes
- Thrives in a fast-paced environment, ideally within consumer, retail, ecommerce, or D2C sectors
Additional Information
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Gousto is for everyone:
Whether it’s creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto. Across our business we lead with inclusivity and strive for equity in all we do; working hard to ensure Gousto is an environment where you can be totally yourself.
Everyone is welcome and we’re looking for applications from people of all backgrounds and experiences.
For our roles outside of Operations, most of our people spend 1 or 2 days in our offices every week, combining the benefits of flexibility and time together with colleagues. We want to enable you to do your best work, and if you require additional flexibility, please talk to us about it.
We understand that some individuals may require reasonable adjustments to fully participate in the interview process. Please tell us what you need, and we will make every effort to accommodate. (Eg, Extra time or systems accommodations).