As a member of the experience improvement team, you’ll collaborate closely with business unit customer service and operational leaders in identifying opportunities to streamline processes and improve efficiencies, effectiveness, quality, customer experience, and associate experience. Acting as a consultant or team facilitator, you will assess workflows and outcomes, identify gaps or opportunities, and strategize and develop solutions for improvement. You’ll assist leaders in evaluating and prioritizing improvement opportunities and collaborates with colleagues in identifying and planning appropriate solutions.

WHAT YOU’LL DO:

• With a customer service mindset, meet with internal customers, business stakeholders, and technical leaders to identify and scope the business opportunities, outline potential value and return on investment, and identify risks and constraints.
• Establish and maintain effective working relationships with business area process owners and other key stakeholders. Manage communications with each group appropriately.
• Lead working sessions with internal clients to gather baseline information; compiles additional information. Partner with assigned team members to focus on significant pieces of an entire workstream, identify qualitative and quantitative analyses required, and conceptualize solutions that address opportunities and issues. Determine appropriate metrics and creates process maps to demonstrate how these changes will contribute to the overall improvement of workflows and experience. Facilitate discussions to ensure that the team maintains customer service mindset.
• Facilitate the development of process improvement proposals and helps present recommendations to leadership.
• Collaborate with improvement team to develop frameworks and insights to address key process improvement, organizational change, and/or functional strategy development efforts. Partner with IT and analytics colleagues to leverage tools, technology, and data analysis techniques where appropriate to more effectively define issues and develop solutions.