Process Improvement Analyst

Process Improvement Analyst, Customer Experience- Pandora NAM

Do you want to be a part of the world’s leading jewelery company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organisation of can-do spirited, passionate, and performance-driven people.

About the role: 
 

The Process Improvement Analyst will be responsible for driving operational excellence and improving processes within Pandora’s Customer Experience department for the Americas. This role focuses on identifying inefficiencies, implementing process improvements, and driving data-driven strategies to create a seamless and customer-centric service experience. Reporting directly to the Director of Customer Experience, this role will be instrumental in streamlining workflows, fostering collaboration across teams, and championing a culture of continuous improvement.

The ideal candidate will demonstrate proven expertise in process improvement methodologies, a deep understanding of operational efficiency practices, and proficiency in Six Sigma principles and project management. They will possess exceptional analytical skills, a data-driven mindset, and the ability to communicate effectively with diverse teams to drive impactful results.

What you will do in this role:

Operational Efficiency and Process Improvement:

• Conduct in-depth assessments of current processes within the Customer Experience department, focusing on internal teams, including specialized operations (fraud, order importing, training and development, data systems, and quality assurance), B2B, B2C, eCommerce escalations, and social media.
• Identify inefficiencies, bottlenecks, and opportunities for improvement in workflows, tools, and communication.
• Design and implement strategies to enhance quality, optimize resources, and improve operational outcomes.

Data-Driven Strategy:

• Use analytics platforms (e.g., Power BI, Tableau, or Excel) to monitor department metrics, identify trends, and recommend actionable improvements.
• Develop tools and dashboards to track performance, quality assurance, and team productivity.
• Present findings and actionable insights to the Director of Customer Experience and other key stakeholders.

Change Management and Project Leadership:

• Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Develop detailed project plans with clear milestones, timelines, and accountability frameworks.
• Oversee the execution of change initiatives, ensuring alignment with department goals and organizational priorities.
• Support the onboarding of multi-brands and related processes, ensuring seamless integration, alignment with company standards, and identifying opportunities for process improvements to enhance efficiency and consistency across all brands

Collaboration and Communication:

• Partner with team leaders, including managers and supervisors, to align priorities and foster a cohesive approach to problem-solving.
• Facilitate workshops or brainstorming sessions to encourage team involvement in process optimization efforts.
• Act as a liaison between the Customer Experience team and other departments to ensure consistency and alignment in operations.

What is needed to succeed:
 

• Bachelor’s degree in either business administration, operations management, change management or something similar
• Lean Six Sigma certification (Green or Black Belt preferred)
• Additional certifications such as Project Management Professional (PMP) or Agile certifications (e.g., Certified ScrumMaster) are a plus
• Minimum 5+ years in a process improvement or continuous improvement role, with a proven track record of leading successful initiatives
• Experience working in a global matrix organization, with the ability to effectively collaborate and contribute to globally networked projects
• Proficient in process mapping and improvement tools (e.g., Value Stream Mapping, DMAIC, or Kaizen)

About Pandora:

Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.   

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.   

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.