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Cabify is seeking an Operational Excellence Specialist to join the Customer Experience and Operations team in Madrid. The role focuses on structuring user experience for your audience while ensuring service quality through data-driven diagnostics, customer voice analysis, and qualitative research.
You will prioritize and drive a continuous improvement roadmap with a systemic approach, executing agile solutions that directly impact user experience and business profitability. You'll be part of Customer Operations (COPs), a cross-functional team transforming operations through value architecture, governance, performance analysis, and AI-governed automation.
Key Responsibilities:
- Identify friction points and opportunities in the customer journey using qualitative and quantitative analysis (voice of customer, surveys, usage data) and translate them into functional improvement requirements
- Define, prioritize, and execute the continuous improvement roadmap while ensuring milestones are met on time
- Act as a proximity sensor for control alerts, distinguishing between local tactical noise and real systemic signals
- Present preliminary analyses in control sessions to determine whether deviations require corrective actions or escalation to deeper problem diagnosis
- Design and execute lightweight automations using no-code tools and internal AI to eliminate manual tasks
- Escalate requirements when solutions require structural changes
Requirements:
Education: Bachelor's degree in Business Administration, Engineering, Service Design/UX, or related fields.
Experience: 3-5 years in continuous improvement, customer experience (CX), operational excellence, process consulting, or project management.
Technical Competencies: Proficiency in Design Thinking, Customer Journey Mapping, Agile/Scrum, and problem-solving methodologies. Ability to interpret experience and operations metrics using BI platforms (Looker Studio, Tableau). Experience with no-code automation tools (N8N, Make) and applied AI for operational efficiency.
Soft Skills: Systemic thinking with holistic problem analysis. Assertiveness to reject non-standard requests without justified impact. Measurable impact focus with orientation toward quantitative deliverables and cycle closure.
