Senior Business Process Optimization Analyst, Contact Center Operations
Navy Federal, Pensacola, FL, United States
Senior Business Process Optimization Analyst, Contact Center Operations
Pensacola, FL, United States and 2 more (Hybrid)
Job Description
Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven 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 cross‑functional digital transformation and process modernization efforts. Functions as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.
Responsibilities
Lead end‑to‑end, technology‑enabled process improvement initiatives with cross‑functional impact, applying DMAIC principles to reduce waste, optimize system utilization, and improve process performance
Analyze current‑state and future‑state 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 system‑aligned process designs and enhancement recommendations
Facilitate process mapping, solution design, and requirements‑gathering 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 technology‑driven 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 post‑implementation 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 technology‑enabled 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 technology‑enabled environment
Strong experience in root cause analysis, problem‑solving, and translating business needs into system‑aligned 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 cross‑functional collaboration
Advanced knowledge of performance measurement, reporting, and continuous improvement
Strong project management, organizational, planning, and time‑management 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
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Salary
Targeted Salary Range $78,400 - $123,200 annually
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Pensacola, FL, United States and 2 more (Hybrid)
Job Description
Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven 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 cross‑functional digital transformation and process modernization efforts. Functions as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.
Responsibilities
Lead end‑to‑end, technology‑enabled process improvement initiatives with cross‑functional impact, applying DMAIC principles to reduce waste, optimize system utilization, and improve process performance
Analyze current‑state and future‑state 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 system‑aligned process designs and enhancement recommendations
Facilitate process mapping, solution design, and requirements‑gathering 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 technology‑driven 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 post‑implementation 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 technology‑enabled 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 technology‑enabled environment
Strong experience in root cause analysis, problem‑solving, and translating business needs into system‑aligned 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 cross‑functional collaboration
Advanced knowledge of performance measurement, reporting, and continuous improvement
Strong project management, organizational, planning, and time‑management 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
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Salary
Targeted Salary Range $78,400 - $123,200 annually
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