Senior Business Process Optimization Analyst, Contact Center Operations

Overview

Responsible for leading technologyenabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, systemdriven workflows, identify root causes of inefficiencies across people, process, and technology, and implement scalable, sustainable solutions. Serves as a mentor to junior analysts and a key contributor to crossfunctional digital transformation and process modernization efforts. Function as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.

Responsibilities

• Lead endtoend, technologyenabled process improvement initiatives with crossfunctional impact, applying DMAIC principles to reduce waste, optimize system utilization, and improve process performance
• Analyze currentstate and futurestate workflows across integrated systems, platforms, and tools to identify opportunities for automation, simplification, and digitization
• Define value metrics and success criteria, validating outcomes against expected operational, financial, and technology benefits
• Conduct advanced data analysis using multiple data sources (operational systems, reporting tools, dashboards) to identify performance gaps, trends, and root causes
• Partner with IT, product, and platform teams to translate business requirements into systemaligned process designs and enhancement recommendations
• Facilitate process mapping, solution design, and requirementsgathering workshops with business and technical stakeholders
• Design and implement process enhancements leveraging Lean, Six Sigma, automation tools, workflows, or system configuration changes
• Develop and maintain KPIs, dashboards, and performance reporting to monitor process effectiveness, system adoption, and sustained benefits
• Assess technology impacts, dependencies, and risks associated with process changes and support mitigation planning
• Develop business cases, ROI models, and cost/benefit analyses for technologydriven process improvements and strategic investments
• Document optimized processes, system interactions, controls, and standard operating procedures to support scalability, compliance, and audit readiness
• Support user acceptance testing (UAT), process validation, and postimplementation stabilization activities
• Collaborate with change management partners to support training, adoption, and communication plans for new or enhanced systems and processes
• Mentor junior analysts on process improvement methodologies, data analysis techniques, and technologyenabled solution design
• Lead stakeholder engagement to ensure alignment on process goals, system capabilities, and expected outcomes
• May perform other duties as assigned

Qualifications

• 5+ years of relevant experience in process improvement, business process optimization, or business analysis within a technologyenabled environment
• Strong experience in root cause analysis, problemsolving, and translating business needs into systemaligned solutions
• Significant experience in process documentation, standardization, and mapping across people, process, and technology domains
• Experience partnering with IT, product, or system teams on process design, system enhancements, or automation initiatives
• Experience developing business cases and ROI models for technology or process investments
• Advanced knowledge of process improvement frameworks (Lean, Six Sigma, DMAIC)
• Advanced skill in stakeholder engagement, facilitation, and crossfunctional collaboration
• Advanced knowledge of performance measurement, reporting, and continuous improvement
• Strong project management, organizational, planning, and timemanagement skills
• Advanced research, analytical, and data interpretation skills
• Bachelor's Degree in Business, Operations, Information Systems, or related field or equivalent combination of education and experience

Desired Qualifications

• Master's Degree in related field or equivalent experience
• Lean Six Sigma certification (Green Belt or higher), Certified Business Process Professional (CBPP), Certified Lean Practitioner, or similar
• Experience with workflow tools, automation platforms, reporting/dashboard tools, or enterprise systems

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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