Senior Analyst, Client Experience Process Operations

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Build & maintain CX process inventories
• Facilitate review and refresh of process documentation
• Support the development of a knowledge management tool for CX colleagues to access service support information
• Curate knowledge management content to support customer facing colleagues in efficiently servicing customer needs
• Align stakeholders on standard business operations and define exception considerations
• Perform root cause analysis of identified process challenges

• Identify process improvement opportunities and partner with stakeholders to implement changes•

JOB REQUIREMENTS AND QUALIFICATIONS:

• Requires a Bachelor’s degree in Business Administration, or relevant educational or professional experience

Experience:

• Requires a minimum of five (5) years of related experience in & process improvement assessment analysis
• Lean or Six Sigma Certification a plus

Other Knowledge, Skills and Abilities:

• Ability to facilitate information gathering and translate into process documentation – eg, MS Office tools with advance excel, word and visio proficiency
• Basic knowledge of Lean Management and/or experience with process governance, documentation, risk and/or efficiency assessments
• Demonstrate critical thinking and ability to ask intuitive questions to uncover challenges, pain points and associated root cause
• Ability to operate with ambiguity and bring order to unstructured problems and develop potential solutions
• Ability to learn new concepts and adapt to situations quickly
• Able to read situations and modify behavior to drive communication
• Ability to coordinate and work effectively and virtually with teammates, end-users and leadership
• Project or effective time management experience to demonstrate ability to manage a variety of detailed tasks and responsibilities simultaneously with timely results
• Systems knowledge – PSFT, SFDC, TriNet Platform, etc
• Service offering knowledge – Client onboarding, Benefits, Payroll, etc

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.):

• Up to 30% travel required
• Work in clean, pleasant, and comfortable office setting
• May be frequently required to mobilize around the work area, use hands and fingers, reach with hands and arms, and be present continuously at a workstation for up to three (3) consecutive hours.
• Must have the ability to use a computer mouse, keyboard, telephone, and other equipment typically found in an office environment. This equipment will be used throughout the duration of the workday, often simultaneously.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.