Senior Specialist Business Process Improvement (Customer Experience)

About Keeta

Keeta, the international subsidiary of Meituan, focuses on food and consumer product delivery. Drawing on 16 years of technological and operational expertise from its parent company, Keeta aims to create value for consumers, restaurants, and courier partners. The company operates across various regions, including the Middle East, with a presence in Riyadh, Saudi Arabia.

The Role

Keeta is seeking a Senior Specialist Business Process Improvement (Customer Experience) to join its team in Riyadh, Saudi Arabia. This full-time role involves enhancing the end-to-end customer experience within the KSA market. The specialist will focus on designing and optimizing service journeys, analyzing data, and implementing process improvements to impact both customer experience and financial metrics.

Key Responsibilities

• Map end-to-end customer journeys across app, web, and support channels for KSA, considering 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 feedback (surveys, VOC, complaints) to identify root causes and prioritize improvements.
• Run pilots and A/B tests on new processes and AI-enabled flows, measuring impact on CX metrics (CSAT, FCR, AHT, ART, SLA) and financial metrics (refund rate, cost per order, loss rate), then scale effective solutions.
• Partner with Customer Support, Operations, Product, Tech, Fraud/Risk, Finance, and Marketing to implement process improvements, and collaborate with BPO partners on implementation, monitoring, training, and enablement.

Role Impact

This role contributes to shaping the end-to-end customer experience in Saudi Arabia's food delivery market, from order to delivery and support. The specialist will drive business impact by quantifying process improvements in both customer experience (CSAT, FCR) and financial metrics (refund rate, cost per order). The position also involves building the blueprint for AI-enabled customer operations in KSA, defining how AI-driven customer experience can be scaled.

Qualifications and Experience

• 5-10 years of relevant professional experience.
• Demonstrated ability to map customer journeys and design service processes.
• Experience with data analysis to identify root causes and prioritize improvements.
• Proficiency in measuring impact on CX and financial metrics.
• Experience collaborating with cross-functional teams and BPO partners.

Working Environment

Keeta operates as Meituan's international arm, offering a global scale with local impact. The role involves designing processes from the ground up for the KSA market, balancing the experience of customers, merchants, and riders. The team comprises professionals from over 40 countries, fostering a fast-moving, high-performance work environment.