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Process Optimization Analyst
Experian
Allen, TX, United States
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Description
Overview:Reviews process landscape within MCE to identify opportunities for improvement, creating a pipeline of automation opportunities and reengineering processes to increase ease of implementation. Works with relevant areas to priorities opportunities identified based upon return on investment. They will have a strong focus on customer, ensuring that the overall Customer Experience is protected and enhanced whilst balancing the business and regulatory needs.
Responsibilities:
• Identify automation opportunities across Service, matching opportunity to the optimal technology solution.
• Provide expertise in analytical solutions to complete complex analysis as required to support change initiatives.
Systems
• Exploration of latest robotics and automation technology trends and support the onboarding of new technology vendors to support MCE improvements.
• Identify robotics and automation opportunities across Service, matching opportunity to the optimal technology solution.
• Provide expertise in analytical solutions to complete complex analysis as required to support change initiatives.
• Propose efficiencies supporting the Experian’s MCE strategy of reducing the cost base and making the customer experience simple.
Relationship Management
• Assimilate large quantities of business, market and technical information with a view to producing clear proposal for process automation and improvements.
• Influencing and affecting impacted stakeholders to adopt, accept, and sustain changes.
• Obtaining approval from senior stakeholders (including the MCE Leadership Team) ensuring that improvement pipeline is aligned with strategic goals and projects.
• Provide subject matter expertise on the impacts of process automation across Service.
• Support process owners/managers with implementation and benefit realization, safeguarding delivery of MCE Robotics business case.
• Formation of strong relationships across the wider business e.g. Product, Tech, GSA, Procurement.
Teamwork & Collaboration
• Work with business to review existing processes and identify areas for automation and improvement in line with the overall business strategy.
• Support in creating a communication strategy for automation, embedding a positive culture of grass roots driven improvements.
• Communicating with stakeholders to ensure alignment with all other initiatives and promote automation projects.
• Manage analytical work through the team to support automation benefit realization.
• Collaborate with teams to resolve design and implementation challenges as they emerge.
• Support the Robotics and Automation Leader, picking up additional responsibilities when required.
Customer Experience & Service:
• Focus on the customer and be an active participant in creating a seamless experience
• Work with business to review existing processes and identify areas for automation and improvement in line with the overall business strategy.
• Play a role in supporting process design.
• Re-engineer key processes and optimize procedures for automation.
Regulatory, Governance & Control
• Adhere to all regulatory requirements within area of responsibility and escalate issues quickly.
• Pro-actively identify risks and take steps to mitigate these.
Skills:
• Yellow Belt required, Black Belt desired.
• Demonstrates advanced programming/configuration/analytical skills to achieve business and or technical requirements
• Excellent written and verbal communication skills
• Strong ability to work independently within a team environment
• Able to work independently to resolve discrepancies, defects, incidents or problems with understanding of the business and system impacts
Education:
• Bachelor’s Degree or equivalent work experience required
Experience:
• 7-10 years of experience in contact center environment desired
• 2-3 years of experience in a robotics and automation desired
Work Conditions:
• Normal office environment