Business Process Analyst

Position Business Process Analyst Location San Diego, CA Duration 6 Months Total Hours per Week 40.00 Shift 1st Shift Client Medical Device Company Job Category Sales Support Employment Type Contract on W2 (Need US Citizens or GC Holders Only) Work Hours M-F, 8-5pm Level of Experience Mid-Level Must Haves on the Resume Operational Analytics using SQL / Advanced Excel (more than pivot tables – run macros and advanced logic strings), Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, overall satisfaction ratings), and process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.). Job Description The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g., service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improve productivity measures. Highlights Strategic analytics role to assess voice of the customer feedback and trends. Provides analytical support to team reviewing KPIs, tracking and trending results, and creating and measuring business cases for strategic initiatives. Prior experience with Voice of the Customer data required; experience within an operational support environment highly desired; experience analyzing operational data within a professional services or sales environment required; past clinical/hospital experience a plus and highly desirable. Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools. Statistical analysis and lean/green belt certification highly desirable. Experience with Salesforce and Qlikview highly desirable. Analytics and Visualization Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases. Identifies and reviews data correlations between CX drivers and business performance metrics and goals. Drives meaningful business outcomes and strategic initiatives using data‑based findings to continuously improve operations. Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions. Seeks to understand and can layer in business cost impacts and implications to data findings and hypotheses. Strategy & Process Improvement Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio. Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience. Uses data insights, process knowledge, and critical thinking to identify and validate process improvement opportunities. Develops business cases for continuous improvement projects. Identifies and monitors key measures to ensure project success and prepares project status reports. Leadership & Change Management Provides a regular cadence of leadership updates on OSAT and other key CX drivers. Communicates and interprets improvement opportunities demonstrated by data analysis and measurements. Creates and delivers stakeholder and executive level program, project, and business case presentations. Supports the development of presentations that deliver succinct/concise recommendations to management teams, providing rationale and justifications behind the recommendations. Influences and effectively manages change adoption strategies related to CX strategy and analytics. Ensures adoption of new tools, measurements, and processes by identifying, monitoring, and communicating success metrics. Administrative / Other Timely completion of internal company documentation. Timely completion of any Company or Department required training. Education or Equivalent Bachelor’s degree required. Master’s or MBA preferred. Experience or Equivalent Five or more years of experience in analytics. Five or more years in process improvement. Experienced in translating complex data sets and analysis into business impacts. Strong MS Office skills, particularly advanced PowerPoint & Excel. Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools. Prior usage of reporting and dashboarding in Salesforce a plus. Familiarity with concepts of database structures, data querying, data mining preferred. Strong analytical, problem‑solving, verbal, listening, and interpersonal skills. Strong ability to visualize data to multiple audiences and levels of the organization. Excellent verbal, written, and communication skills. High attention to detail while multi‑tasking on complex deliverables and stakeholder groups. Strong business operations/process knowledge/experience; prior clinical experience a plus. Ability to balance a heavy workload in a fast‑paced environment, while working on multiple projects simultaneously. Embodies agile practices and can flex with business strategy changes. Works with a minimal degree of supervision. Certifications Six Sigma green or black belt training preferred. #J-18808-Ljbffr MillenniumSoft Inc