Process Improvement Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop comprehensive business processes, workflows, and operating models, incorporating swim lanes, RACI charts, and control plans.

• Perform process evaluations and root cause analyses.

• Examine data to pinpoint opportunities for ongoing improvement and optimization.

• Lead workshops and collaborative sessions to ensure team alignment on process design, ownership, decision-making, and operational readiness.

• Recognize operational impacts, dependencies, risks, and necessary implementation requirements for corporate business lines.

• Create and enhance business processes to facilitate new project launches.

• Collaborate with process specialists to produce process maps and documentation.

• Oversee process improvement initiatives from initial discovery through implementation and post-launch assessment.

• Assist in process enhancements, rollouts, and business transitions within the Hilton Reservations and Customer Care/contact center environment.

• Report directly to the Manager of Customer Excellence.

⛳️ Requirements

• Minimum one (1) year of experience in operations, project management, or business process roles.

• At least one (1) year of experience in creating and interpreting process maps, workflows, and documentation using tools like Visio or similar.

• Proficiency in PowerPoint, Excel, and related software tools.

• Ability to craft clear, impactful narratives supported by data and visualization tools.

• Two (2) years of experience in operations, project management, or business processes within a high-volume contact center (more than 10,000 interactions daily, both voice and non-voice) is advantageous.

• Experience in analyzing contact center data to identify trends and utilizing metrics to enhance call center processes is beneficial.

• Certification and training in Six Sigma or other process-related methodologies is a plus.

• Two (2) years of experience with Agile methodology, Scrum, or Jira is also advantageous.

🏝️ Benefits

• 110 nights of significantly discounted travel, with room rates as low as $40/night through the Go Hilton travel program.

• Employee stock purchase program (ESPP) offering Hilton shares at a 15% discount.

• Paid parental leave for eligible Team Members, including partners and adoptive parents.

• Personalized caregiving concierge services.

• Crisis Concierge support for both practical and emotional care.

• Complimentary counseling and support through the Employee Assistance Program (EAP) for eligible Team Members.

• Generous paid time off (PTO).

• Comprehensive health and welfare benefits, including health plans, dental cleanings, and vision coverage.

• Retirement plans.

• Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan.

• Options for remote work arrangements.

• Hilton’s commitment to Team Member wellbeing and professional development.