Key Responsibilities

• Drives process and technical improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, customer loyalty and/or partner experience
• Prioritises tasks, solutions and deliverables for assigned improvement initiatives, based on impact and effort.
• Organizes tasks and activities according to logical steps.
• Drives process improvement utilizing a pragmatic approach supported by methodologies like lean six sigma (e.g. DMAIC, Project charter, RICE)
• Executes OPEX specific activities, which can include collecting input, analyzing feedback, analyzing and updating guidelines, defining and prioritizing solutions, setting up and/or monitoring tests, analyzing results, implementing changes and control plan
• Effectively manages, supports and/or advises on deliverables that are required within OPEX and/or from other business units
• Documents and communicates progress. insights and results from the initiative to relevant stakeholders at all levels
• Takes ownership for all activities within the improvement initiative within own (pre defined) circle of influence
• Assure and safeguard the improvement on the short-medium long-term by installing the appropriate control measures & monitoring for key metrics
• Execute projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability.
• Make process and procedural improvements
• Apply various improvement techniques like Lean Six Sigma to ensure a professional and consistent approach on waste reduction in Operational processes.
• Create problem statement drafts on existing processes with improvement recommendations

Communication.Stakeholder

• OPEX manager
• OPEX colleagues
• Operations teams
• Implementation team
• Quality team
• Learning team
• Product team
• Parties other than CS, like Credit Control, PS, Security, Finance, Content, Front End, Booking Home etc.

Communication.Type

• Cooperation, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information

Communication.Frequency

• Frequently
• Frequently
• Frequently
• Frequently
• As needed depending on initiative
• As needed depending on initiative
• As needed depending on initiative
• As needed depending on initiative (very regular)

Level of Education.Level of Education

• Bachelor degree

Years of relevant Job Knowledge.Years of relevant Job Knowledge

• Basic Job Knowledge (1 - 3 years)

Requirements of special knowledge/skills

• Structuring: capable of identifying key deliverables and milestones and planning accordingly with support
• Problem Solving: capable of structured problem solving (root cause analysis) and delivering solutions that contribute to business objectives
• Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines
• Communication: Ability to communicate effectively at all levels in the organization, in- and outside of CS
• Stakeholder management: capable of constructively working with colleagues to achieve strategic and tactical objectives objectives
• Data analysis: Ability to process & interpret data (with support if needed)
• Applying knowledge: Uses known methods (i.e. Lean & Six Sigma) to achieve objectives
• Demonstrate a track record of defining & executing process improvements, leading them from start to finish.
• Expert in Lean Six Sigma- Green belt
• Strong focus on business impact
• Very high problem solving and structuring skills, with the ability to simplify complex areas
• Proactive and positive attitude
• Good communicator (on several levels) and ability to work with, influence and align with multiple stakeholders.
• Flexible and capable to find the right balance
• between structured problem analysis and project deliverables and management and ability to deal with B.com's fast-paced change environment.
• Excellent presentation skills

Key Skills

Job Title: Process Excellence Specialist

Please refer to the policy here: Internal Hiring Policy

Role provides visa sponsorship: NO
Role provides Relocation sponsorship: NO
Frequent business travel required for the role? NO

This role was opened on: 05 March 2025 and will be open for a minimum of 14 days.

We are looking for a CS Process Excellence Specialist to join our team to impact our business on a daily basis and take our customer experience to the next level.

As a CS Process Excellence Specialist you are part of the CS Operational Excellence team which owns and maintains all globally driven processes for activities performed by CS. You are responsible for driving and delivering process, technical and/or policies improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, improve customer experience/retention and/or for legal purposes.

Key Responsibilities

• Drive process and technical improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, improve customer loyalty and/or partner experience

• Prioritise tasks, solutions and deliverables for assigned improvement initiatives, based on impact and effort.

• Organize tasks and activities according to logical steps.

• Drive process improvement utilizing a pragmatic approach supported by methodologies like lean six sigma (e.g. DMAIC, Project charter, RICE)

• Execute OPEX specific activities, which can include collecting input, analyzing feedback, analyzing and updating guidelines, defining and prioritizing solutions, setting up and/or monitoring tests, analyzing results, implementing changes and control plan

• Effectively manage, support and/or advise on deliverables that are required within OPEX and/or from other business units

• Document and communicate progress, insights and results from the initiative to relevant stakeholders at all levels

• Take ownership for all activities within the improvement initiative within own (pre defined) circle of influence

• Assure and safeguard the improvement on the short-medium-long-term by installing the appropriate control measures & monitoring for key metrics

• Execute projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability.

• Make process and procedural improvements

• Apply various improvement techniques like Lean Six Sigma to ensure a professional and consistent approach on waste reduction in Operational processes.

• Create problem statement drafts on existing processes with improvement recommendations

Requirements of special knowledge/skills

• Structuring: capable of identifying key deliverables and milestones and planning accordingly with support

• Problem Solving: capable of structured problem solving (root cause analysis) and delivering solutions that contribute to business objectives

• Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines

• Communication: Ability to communicate effectively at different levels in the organization, in- and outside of C. Stakeholders are usually leaders at the level of senior specialists (project) leads and (Sr.) managers.

• Stakeholder management: capable of constructively working with colleagues to achieve strategic and tactical objectives objectives

• Data analysis: Ability to process & interpret data (with support if needed)

• Applying knowledge: Uses known methods (i.e. Lean & Six Sigma) to achieve objectives

• Demonstrate a track record of defining & executing process improvements, leading them from start to finish.

• Desirable: Expert in Lean Six Sigma- Green belt and/or experience equivalent

• Strong focus on business impact

• Very high problem solving and structuring skills, with the ability to simplify complex areas

• Proactive and positive attitude

• Good communicator (on several levels) and ability to work with, influence and align with multiple stakeholders.

• Capable of balancing structured problem analysis, project delivery and management in a fast paced environment.

• Excellent presentation skills

• CSG knowledge is required; CSP knowledge is a plus.

• Experience in the BHFS program is preferred.

• PEGA knowledge is a plus.

Diversity, Equity and Inclusion at Booking.com:

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

Read all about DEI and the Employee Resource Groups (ERGs) at Booking.com here

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.