Process Optimization Analyst

Experian   •  

Allen, TX

Industry: Professional, Scientific & Technical Services

  •  

8 - 10 years

Posted 68 days ago

This job is no longer available.

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.

Knowledge, Experience & Qualifications

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 experiencerequired

Experience:

  • 7-10 years of experience in contact center environment desired
  • 2-3 years of experience in a robotics and automation desired
  • Job Number: 189996