Senior Business Process Optimization Analyst, Contact Center Operations
Navy Federal Credit Union, Winchester, VA, United States
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 costbenefit 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
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.
Disclaimers:
Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
#J-18808-Ljbffr
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 costbenefit 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
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.
Disclaimers:
Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
#J-18808-Ljbffr