Continuous Improvement Specialist

5 months ago

Vancouver, Canada Rocky Mountainer Full time

Purpose

The Continuous Improvement Specialist reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.

More specifically, the role utilizes their expertise and passion for the company values to work cross-functionally, to establish and deliver a framework of continuous improvement initiatives that enables to Global Sales Team to achieve business objectives such as rail guest, revenue/conversion, efficiency, quality, guest, and employee satisfaction targets. The position is primarily responsible for identifying and releasing continuous improvement initiatives, documenting standard operating procedures, and providing project and business analysis support.

Key Areas of Accountability

1. Lead the continuous improvement process
- Collaborate with stakeholders to develop best practices and prioritize, deliver, and monitor improvement initiatives.
- Evaluate information gathered on existing processes to determine root cause of process breakdowns, identify improvement opportunities, and propose solutions for improvements. This includes reconciling conflicts, translating high-level information into details, and distinguishing user requests from the underlying need (must-haves vs. nice-to-haves).
- Develop repeatable methods to manage the intake and analysis of potential opportunities and support the delivery of process improvements. Using an iterative process, pilot, test, and monitor the benefit of initiatives in collaboration with SMEs.
- Develop value-based framework to prioritize opportunities. Monitor and measure effectiveness of improvements post-release.
- Support the development of change management and learning strategies to embed and sustain changes. Ensure a seamless transition of the change to the business unit's business-as-usual process.

2. Document current and new standard operating procedures
- In collaboration with SMEs and other stakeholders, audit existing documentation and complete process mapping and documentation of procedures to ensure we have a baseline to identify future improvement opportunities.
- Produce Visio diagrams to document existing procedures, gather requirements, and design target-end state solutions.
- Support the standardization of the company's enterprise content management system including the storage and retrieval of shared documents.

3. Project support
- Provide support for projects and initiatives such as data analysis, gathering business requirements, process solution design, process mapping, and performance reporting.
- Collaborate with stakeholders to provide and/or validate department insights in support of cross-functional process changes that impact the department.
- Support all innovation and growth projects, including new sales technology tools and products for partners and guests.
- Support operations to investigate causes of substandard sales delivery and develop recommended actions for improving sales performance.
- Develop and foster an environment of continuous improvement to enhance the Global Sales department's delivery of sales activities with partners and guests.

4. Business analysis support
- Understand and conceptualize raw and/or complex data into understandable forms and recommend improvements and direction based on findings.
- Collaborate with other business units to publish, streamline and automate the tracking of metrics. This may include business requirements gathering, documentation, and testing.
- Development of reporting requirements to support continuous improvement initiatives and monitor performance.

**Qualifications**:
Education/Certifications/Knowledge
- Business Administration degree or equivalent combination of education, training, certifications, and/or related operating experience.
- Six-Sigma certification is an asset.
- Strong knowledge and experience in Lean an asset.

Experience
- 3+ years' experience in business analysis, process improvement, and project coordination/management.
- 2+ years of experience in sales within the hospitality, travel, or tourism industry
- Experience in internal consultant/advisor, contact centre and/or process engineer roles considered assets

**Skills**:

- Advanced written and verbal communication skills with demonstrated influencing and negotiation skills with different types of stakeholders. Superior ability to gain cooperation and assistance from peers.
- Intermediate ability to network internally and externally to gain and share knowledge and experience; and where necessary discuss and resolve identified problems.
- Strong ability to understand and conceptualize complex data.
- Excellent problem-solving abilities. Is resourceful and innovative.
- Intermediate ability to build operation

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