Customer Service Specialist II

Sits within the NIKE Consumer Care team, which drives high-quality service for digital and omni-channel consumers and voices consumer feedback across the NIKE organisation to support frictionless consumer journeys. It is part of the Consumer Care Excellence team, which focuses on preventing contacts by optimising processes and collaborating with other teams. As a Consumer Care Excellence Specialist, the postholder optimises processes, drives improvements and enhances consumer experiences.

• Conduct process reviews and process mapping exercises, reviewing existing processes and identifying process gaps and improvement opportunities.
• Apply Lean and Six Sigma process improvement frameworks to identify process waste, create efficiencies and optimise processes where possible, and react to operational changes by mapping new processes.
• Take ownership of and drive changes in Consumer Care processes to reduce and prevent contacts, optimising inefficiencies to drive higher performance and faster consumer issue resolution.
• Collaborate with teams within Consumer Care, including Partner Management, Workforce Management (WFM), Support, Quality and Content teams, and with external teams such as Digital Capabilities, Transportation, Supply Chain, Returns, Payments and Legal, as well as Global Technology and Product teams
• To share insights, drive change and encourage ownership.
• Create ad-hoc analyses to share main Consumer Care performance KPIs with the rest of the NIKE business and to support external initiatives.
• Analyse consumer conversations and create dashboards to supply external teams with consumer care insights.
• Listen to athlete feedback and drive changes to create efficiencies, collaborating with the Digital Capabilities team and Global teams to roll out tool enhancements and new capabilities to the Consumer Care athlete population.
• Coordinate changes with content and training teams to ensure smooth transition and adoption.
• Address operational inefficiencies and challenges proactively, identifying solutions that enhance service delivery.

• Highly organised and results-driven professional with process optimisation and process improvement experience.
• Experience being part of a Consumer Care organisation, with an understanding of Consumer Care processes and challenges.
• Experience with process mapping, including identifying process gaps and suggesting improvement opportunities.
• Strong analytical skills, with the ability to analyse data to generate insights that support business case creation or advocate for process change, and to present those insights to external teams.
• Stakeholder management skills, including setting the right tone of voice with the right audience, influencing decision making, aligning stakeholders and collaborating with other teams to achieve results.
• Team-oriented approach, building strong relationships with Partner Management, Workforce Management (WFM), Support, Quality and Content teams while effectively managing cross-functional relationships.
• Consumer-centric mindset, understanding the importance of delivering exceptional consumer experiences and striving to enhance the quality of services provided.
• Agile and proactive, able to anticipate challenges, address issues effectively and maintain calm under pressure.
• Comfortable working in a dynamic environment with shifting priorities and multiple responsibilities.
• Passion for driving process excellence, identifying improvement opportunities, automating, creating efficiencies and driving change.
• Ability to thrive in a fast-paced environment and seamlessly collaborate with cross-functional teams.

• Experience within consumer care or another consumer-facing function is preferred.
• Experience working with Lean or Six Sigma methodologies is a plus.

• Not available for relocation.