Sr Analyst Process And Service Design

Job Description

Reporting to the Process Excellence Sr. Manager, you will be responsible for independently leading process analysis, service design, and continuous improvement initiatives across customer-facing and operational journeys. The role identifies process gaps, inefficiencies, and improvement opportunities and translates them into scalable solutions that enhance customer experience and operational efficiency. will contribute to and support the implementation of the Process Excellence program by identifying, planning and leading the delivery of process improvement initiatives.

Responsibilities

• Lead end-to-end analysis of processes and customer journeys.
• Design and recommend process and service improvements.
• Drive process redesign and re-engineering initiatives.
• Develop business cases and impact assessments.
• Collaborate with cross-functional stakeholders.
• Act as subject matter expert in process and service design.
• Establish process performance measures and controls.
• Support governance over process changes.
• Facilitate workshops and stakeholder discussions.
• Translate business needs into actionable initiatives.
• Prepare presentations and reports for leadership.
• Support and guide junior team members.
• Identify risks and recommend mitigation actions.
• Ensure proper documentation and governance.