Process Excellence Lead

Lyft, Nashville, TN

Lyft is your friend with a car, whenever you need one

The Process Excellence Lead will will partner across teams to design and create optimal interactions across all support channels (in product, web, social, email, phone, etc.) between customers and Lyft Customer Experience & Trust (CET) team.  This role will bring process knowledge and expertise to improve the customer and agent experience through assessment, analysis and improvements to current processes.  Key outcomes include CET processes that are designed to deliver customer delight and a plan for continuous improvement.

The successful candidate will work closely with other leaders across the CET organization to audit existing workflows and make recommendations on how to streamline, establish new processes where they do not currently exist, and execute the rollout of these processes with relevant teams. This role will be responsible for assisting in the development and implementation of operating mechanisms and standards across the CET ecosystem for processes and assisted experience delivery. The ideal candidate is someone that takes pleasure in advocating for customers and never satisfied with the status quo – educating broadly and ensuring we make decisions that lead to a great experience.


  • Leads collaboration with stakeholders to improve end-to-end cross-channel experiences and solutions from a customer point of view for CET
  • Gathers user behavior insights, identifying opportunities and recommending improvements based on research and assumptions
  • Collects, analyzes, interprets, and leverages data to glean process performance and areas of opportunity
  • Identifies opportunities to improve key customer interactions and turn customer insights into actionable experience changes; advocates for the “customer” view
  • Serves as a mentor, trainer, coach, and technical leader in support of Process Excellence using best process improvement methodologies; works with the Training team to establish a process improvement mindset and training for the CET organization
  • Play the role of change agent to help institutionalize Process Excellence across the organization by constantly seeking, sharing and implementing best practices, and training the organization on process optimization concepts
  • Educate through customer/partner stories, building internal empathy and understanding
  • Establish a strategy and prioritize work linked to delivering on CET and Company objectives
  • Conducts dynamic meetings or working sessions with stakeholders that move problem solving forward; facilitates envisioning sessions and customer-centric thinking with the organization and our partners
  • Applies a variety of methods and approaches to facilitate others through process mapping and problem solving; experiments to find the best solutions
  • Identifying opportunities to improve processes and procedures aimed at creating customer delight, efficiency, reducing cost and variability, eliminating waste, and improving safety standards


  • Undergraduate degree or equivalent
  • 2+ years experience in customer experience process improvement
  • Six Sigma or Lean experience required; certification preferred
  • Insatiable curiosity and tenacity; always looking to understand why
  • Demonstrated passion for customers, is a true customer advocate
  • Strong ability to understand tools and systems; how they work, how they break, why they are important
  • Ability to influence, motivate, teach, and coach others towards achieving individual and company­-wide goals
  • Strong partner management skills, with good interpersonal effectiveness, influence, and ability to get things done through others
  • Comfortable with change, uncertainty and charting new territory
  • Ability to design, report, and act on primary and secondary project metrics with precision and clarity
  • Demonstrated ability in using customer data to make decisions, and use testing and analytics to improve customer experiences
  • Experience defining and stating expectations and objectives with team members that align with a shared vision
  • Concise, direct, clear communication with a proven ability to navigate difficult messages, clear up ambiguity, and hold accountability tactfully
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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