Mid-Level Continuous Improvement Analyst

Description

**Our way of working on the team** ------------------------------- Transform your career with iFood! We are a Brazilian technology company and a reference in Latin America. Through innovative solutions, we connect thousands of restaurants to millions of consumers daily, with an average of 100 million orders per month. In addition to food delivery, we are also Market, Pharmacy, and Pet. We also have iFood Pago, our Fintech, which includes iFood Benefits, iFood food and meal vouchers, and iFood Pago itself, the restaurant's bank. Join us and be part of a team that is always ahead with cutting-edge technology and constant innovation. **Your Daily Menu** ----------------------- * Monitor experience and operation indicators such as CSAT, NPS, and resolution rate * Manage medium-complexity projects, being able to create activity schedules, map involved stakeholders, risks, and executive reports * Map the customer journey, identifying contact points, bottlenecks, and improvement opportunities * Apply continuous improvement methodologies PDCA DMAIC Kaizen to propose and implement process improvements * Model, update, and document processes in BPMN using tools such as Bizagi * Design operational flows and collaborate with Product teams and partner areas for process automation * Collect, process, and analyze data to generate actionable insights and support operational and strategic decisions * Build dashboards, reports, and executive materials to support leadership and communication with stakeholders * Lead action plans, structure performance rituals, and monitor the impact of initiatives * Ensure process governance, policy definition, and alignment among involved areas **Ingredients we are looking for** ----------------------------- * Analytical thinking and the ability to solve problems in a structured way * Focus on results, with an orientation toward delivering impact and improving the iFood Benefits user experience * Project management to lead end-to-end improvement initiatives * Influence without direct management to align and engage multidisciplinary stakeholders * Autonomy, proactivity, and discipline to prioritize actions based on 80 20 * Clear and objective communication to present analyses and lead alignments * Integrated collaboration with Products, Tech, Quality, Training, and Customer Service Operations * Data-driven mindset to make decisions based on evidence **To enhance the flavor** ------------------------ * Familiarity with Power BI, Tableau, or other advanced visualization tools * Basic knowledge of SQL for data extraction and validation * Experience with process automation, macros, bots, and AI application for operational efficiency * Experience with process automation via chatbot for customer self-service * Experience in financial operations such as dispute and transfer * Experience in operational transformation or large-scale continuous improvement initiatives * Familiarity with Salesforce or other CRMs * Knowledge of agile frameworks **About us** ------------- At iFood, we believe in the power of diversity to generate \#Innovation and achieve \#Amazing results, which is why we do not discriminate against candidates with disabilities, gender, sexual orientation, race/ethnicity, age, origin, family status, or aesthetics. We have groups composed of volunteer foodlovers, where we talk about Race, Gender, LGBTQI\+, and PcD. We want to be the company where people choose as a place to develop and contribute to the realization of dreams, \#AllTogether. Learn about our initiatives **What are you hungry for?** ------------------------- We, FoodLovers, are hungry for innovation and results. We always strive to do our best, thinking "outside the box" and acting with agility and responsibility! We are hungry for diversity, knowledge, and sharing. We work in a highly versatile environment. Do you know what promotes our special recipe? People! Come be part of it