Senior Analyst - Process Architecture (Contact Center)

Senior Analyst - Process Architecture

This position supports the advancement of process improvement initiatives within the service organization. This role focuses on analyzing workflows, documenting processes, and identifying opportunities for efficiency and improved member experience. This role contributes to the execution of the process improvement roadmap under the guidance of the Process Architecture Manager, prepares recommendations based on data-driven insights, and collaborates with cross-functional teams to ensure alignment with organizational goals. They will translate innovative ideas into actionable improvements, supporting the development of internal and member-facing services that deliver value for our members and efficiency for the organization. They will collaborate with business process owners and managers to improve business processes to meet the needs of members and Golden 1. This role will present meaningful analysis results, provide recommendations based on empirical data, and recommend solutions to key senior stakeholders and front-line associates alike.

Tasks, Duties, Functions:

1. Serves as a senior subject-matter expert providing department-wide guidance on process optimization, cross-functional alignment, and operational efficiency strategies aligned to strategic objectives.
2. Assist in documenting current processes and identifying inefficiencies or bottlenecks.
3. Provides strategic recommendations to senior leadership and helps shape long-term operational roadmaps.
4. Leads high-visibility, complex initiatives with material business impact, influencing operational design across multiple departments.
5. Builds and maintains professional relationships at various levels throughout the credit union.
6. Improve member experiences and service quality through process improvements, automation, or elimination.
7. Use tools and methodologies such as process mapping, flowcharts, lean and six sigma methodologies to improve process performance.
8. Co-lead the facilitation of workshops and Kaizen events.
9. Support development of process measurement models and assist in tracking performance metrics.
10. Analyze data and metrics to measure process performance and identify opportunities for enhancement and digitization.
11. Assist Servicing Operations to test, implement and document effective business process controls, KPIs, KSPs and KRIs to ensure that all processes are following regulatory requirements and working as intended.
12. Monitor industry best practices and assist in benchmarking efforts to support continuous improvement.
13. Supports and fosters a culture of continuous process improvement by utilizing subject matter expertise to standardize, consolidate and simplify processes.

Physical Skills, Abilities, and Exertion Utilized in the Performance of These Tasks:

1. Effective oral and written communication skills required to assist other staff, constructively follow up on member inquiries/alerts, communicate clearly with management, and perform other related tasks.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

Organizational Contacts & Relationships:

1. INTERNAL: All levels of staff.
2. EXTERNAL: Vendors, other financial institutions.

Qualifications:

1. EDUCATION: Bachelor's degree in related field preferred (Business Administration, Operations Management, Supply Chain Management, etc.).
2. EXPERIENCE: 8+ years' experience in process improvement, business analysis, and managing projects.
3. KNOWLEDGE / SKILLS:
   • Demonstrated success in mentoring or leading junior analysts or cross-functional working groups.
   • Strong analytical and problem-solving skills.
   • Demonstrated ability to analyze and evaluate processes for improvement opportunities
   • Create business cases to support analysis and recommendations
   • Communicates in a clear, concise, and timely manner and operates effectively as a team player
   • Ability to communicate findings clearly to stakeholders and leadership.
   • Ability to create presentations and discuss programs, products, services, and goals.
   • Create visualizations within the Microsoft suite of products that drive home the results of your analysis, and support key stakeholders
   • Demonstrated knowledge of process modeling methodologies and process improvement concepts (e.g., Lean, Six Sigma).
   • Familiarity with process automation and workflow management tools.
   • Strong analytical skills and the ability to identify process inefficiencies.
   • Attention to detail and a commitment to delivering high-quality results.
   • Experience supporting projects and coordinating tasks
   • Ability to learn quickly and proficiently, understand and absorb large volumes of new information, organizational structure, personalities, etc.
   • Demonstrated ability process qualitative or quantitative data, draw conclusions, and use them to inform and support the efforts.
   • Excellent organizational, written, and oral communication skills

Physical Requirements:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Licenses / Certifications:

Six Sigma Black Belt and PMI-PMP (Project Management Professional) strongly preferred but not required.