Scapia - Lead - Customer Experience - Process Design/Excellence & Quality Assurance (5-10 yrs)

Scapia! A credit card that's out there to make travel happen for people, by converting their everyday expenses into travel experiences. We're a bunch of passionate people who work together, brainstorm and debate with each other, and don't stop until we're but proud of our work. Customer delight tops everything else! We've worked hard to create an environment of honesty and passion that sets everyone up for success.

About the Team:

- The Customer Experience (CX) Team is responsible for delivering seamless, high-quality customer interactions. We oversee operations, partner management, process excellence, training, quality assurance (QA), and workforce management (WFM) to enhance customer satisfaction.

- Our goal is to design, implement, and continuously improve CX processes while serving as the voice of the customer.

About the Role:

- As Lead - Process Design, Excellence & Quality Assurance, you will design, optimize, and govern customer experience processes to enhance operational efficiency, service quality, and business outcomes. You will work across teams to simplify workflows, implement automation, and establish robust quality frameworks.

- This role requires strong analytical, problem-solving, and leadership skills to drive a culture of continuous improvement.

Key Responsibilities:

Process Design & Optimization:

- Define and document new processes, including workflows, SOPs, and performance metrics.

- Identify inefficiencies using Lean, Six Sigma, Value Stream Mapping (VSM), and Business Process Reengineering (BPR) techniques.

- Drive continuous improvement initiatives to enhance efficiency and effectiveness.

- Work with Product & Engineering teams to identify automation opportunities and reduce customer support contact.

Quality Assurance & Governance:

- Establish quality standards, KPIs, and audit frameworks for CX processes.

- Conduct audits, analyze customer interactions, and ensure process adherence.

- Improve service quality through data-driven decision-making and structured problem-solving.

- Benchmark industry best practices and implement insights for CX enhancement.

Collaboration & Stakeholder Management:

- Work closely with Operations, Product, Engineering, and external partners to ensure smooth execution of CX processes.

- Provide structured feedback and process recommendations to improve customer engagement.

- Create and execute strategies to ensure the highest level of customer service quality across all channels and touchpoints. Establish quality standards, metrics, and guidelines for customer interactions.

What you'll need:

- Bachelor's degree in any field.

- 10+ years of experience in process design, operations, or customer experience, with 5+ years in process design.

- Strong stakeholder management, communication, and team leadership skills.

- Expertise in Lean, Six Sigma, Kaizen, and process reengineering methodologies.

- Proven ability to analyze and optimize business processes using data-driven insights.

- Experience working cross-functionally with Product, Tech, and Operations teams.

- You would be expected to demonstrate deep customer centric thinking & sharp on executing ideas.