Process Improvement Analyst is responsible for identifying revenue generating, customer experience, and operational efficiency transformation opportunities. This would include traditional drivers (centralization, standardization, process improvement) as well as digital drivers (intelligent automation, AI and others). Responsible for iteratively analyzing current state and utilizing best practices to develop recommendations on how to improve and optimize current processes. Will work with VP to align solutions to business strategy and partner internally with stakeholders to successfully implement the initiatives.

What you'll do:

• Cultivate cross-functional relationships to gain understanding of business process, challenges, and dependencies
• Continually evaluate existing technology, processes, procedures, and data usage to understand maturity of business and potential opportunities for improvement
• Research internal and external best practices to recommend transformative solutions
• Collaborate with internal stakeholders (technology, legal, compliance, security) to evaluate feasibility of solutions.
• Build and present business cases to VP for alignment
• Lead change management efforts by partnering with Project Manager, Training, and Contact Center Director to deliver solution
• Embrace our Grow & Innovate shared value to focus on operational efficiencies through automation, RPA, API, AI, etc.
• Ensure solutions deliver against security and compliance priorities relating to regulatory necessities and internal policies

• Bachelor's degree (B.A. or B.S.) and/or 5+ years related experience or equivalent combination of education and experience. At least 5 years experience in analyst, project management, or process improvement role; customer service background preferred.
• Advanced computer skills particularly the Google Suite or MS Office suite
• Technical requirements preferred: Workforce planning, CRM platform (Salesforce), Telephony (Google CCAI/Apect), RPA, AI

• Ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment
• Demonstrate strong project management and planning skills in order to successfully manage project deliverables, stakeholders, and vendors
• Timely and efficient in achieving deadlines
• Creative problem solving and analytical skills
• Ability to comprehend and utilize new technologies quickly
• Excellent communication skills (verbal, written, and presentation)
• Ability to work effectively and cooperatively with customers, internal partners, vendors, and senior leaders
• Ability to work autonomously

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