Process Improvement Analyst

**The Company**

Our team and products have been recognised with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 10 countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

**Our People are**

Bold, Authentic, Purposeful and Inspired

**Our People are not**

Perfect, Traditional, Complacent or Cautious

**About the role**

As a Process Improvement Analyst at Cover Genius you are responsible for leading improvement projects within Customer Operations. You will be reviewing the detractors and customer touch-points within the user journey, troubleshooting and investigating root causes and recommending action items to make process better. This also includes coordinating work with cross-functional teams, including our insurance, partnerships, and engineering teams, onboarding new partners and products.

**What your working week will involve**:

- Responsible for designing, executing and testing the quality assurance process
- Coordinate with technical teams to troubleshoot issues and investigate root cause analysis
- Collaborate with a cross-functional group across insurance, claims and engineering teams
- Responsible for optimising and improving existing processes focused on customer experience and operational efficiency
- Responsible for operationalising newly designed processes and capabilities
- Document the issues encountered and report on trends to the main stakeholders
- Work closely with product teams and other process engineers to drive automation and develop new technologies that will create magic for our customers
- Monitor customer feedback and users pain points, leading improvements to streamlined the user journey
- Investigate fraud patterns and work with product teams to implement smart systems
- Design data collection systems to gather data about customers and user behaviours
- Data analysis to quantify problems and measure operational performance/efficiency

**What the ideal profile looks like**:

- University degree in engineering or similar background
- Excellent track record in project management
- Enhancing systems processes and feedback loops
- Proven ability to manage and develop relationships with key external and cross-functional internal stakeholders
- Experience in the technology industry and demonstrated passion therein preferable
- Ability to adapt quickly to a start-up pace environment and culture
- Problem-solving and advocating for customer solutions
- Good to have experience with lean development, human-centred design or design thinking

**Why Cover Genius?**

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
- Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. Soon after the declaration of the COVID-19 global pandemic the entire CG team was granted an extra 15 days of Wellness Leave to take throughout 2020.
- Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
- Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
- Social Initiatives - pictures speak a thousand words

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat