Business Process Excellence Analyst IV

Position Overview: Are you a seasoned process improvement leader passionate about driving operational excellence and exceptional customer experiences? Join our Customer Experience PMO team to spearhead strategic initiatives that transform end-to-end customer processes and eliminate root causes of friction across the customer journey. In this pivotal role, you will lead cross-functional improvement programs that reduce escalations, optimize operational performance, and directly impact customer satisfaction, agent efficiency, and business results. This position demands both strategic thinking and rapid execution—analyzing complex challenges, facilitating breakthrough improvements, and embedding a culture of continuous improvement across the organization.

Key Responsibilities
Process Analysis & Improvement: Analyze trends, customer feedback, and business intelligence to identify recurring issues, pain points, and improvement opportunities across the end-to-end customer journey Lead accountability for the design and performance of customer processes, ensuring optimal experience outcomes Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as Lean Six Sigma, 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA) Use business analytics and data-driven insights to create and drive change that improves customer and team member experiences Program & Project Leadership Design and lead targeted improvement initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing efficiency Manage complex streams of larger programs, building and executing project/process plans using proven improvement methodologies and tools Plan and facilitate process design and improvement workshops with cross-functional stakeholders Advocate for upstream fixes to prevent issues before they impact customers or agents Collaboration & Stakeholder Management Collaborate with senior leaders and cross-functional teams including Customer Support, Product Management, Operations, and Quality Assurance to implement sustainable solutions Build strategic business partnerships with multiple operational teams by demonstrating thorough knowledge of business capabilities and delivery processes Support and present at governance and cross-functional change management forums Communicate clearly with stakeholders about progress, risks, and results of improvement programs, tailoring messaging for diverse audiences—from frontline teams to senior executives Performance Management & Culture Building Track, measure, and report on the impact of implemented changes on escalation rates, process performance, and customer/agent satisfaction Drive a culture of continuous improvement, urgency, ownership, and accountability to ensure improvements are executed swiftly and effectively Coach, develop, and enable team members to leverage continuous improvement methodologies like Lean Six Sigma, Own.it, and Fair Process Mentor junior colleagues on best practices in process excellence and escalation management Mandatory

Requirements:
Schedule flexibility Availability to work on-site Core competencies: Giving support Focusing on customers Embracing technology Managing self-development Functional competencies: Process Improvement Expertise: Proven experience applying Lean, Six Sigma, or other process improvement methodologies in customer-facing or operationally complex environments, ideally in telecommunications, technology, or related industries
- Required Analytical Excellence: Strong analytical skills with the ability to translate quantitative and qualitative data into actionable business recommendations and identify trends in complex problems Project Leadership: Demonstrated success independently leading high-impact, cross-functional projects without direct reporting lines, delivering real-world results in compressed timeframes Operational Knowledge: Strong end-to-end operational knowledge of service delivery, customer care processes, and telecommunications/call centre environments Influence & Collaboration: Advanced ability to influence the organization, gain support, and overcome resistance through data, persuasion, and relationship-building with various levels including senior leaders (Directors/VPs) Communication

Skills:
Highly effective communication and presentation skills (written and verbal), able to adjust social style and messaging based on audience Change Management: Knowledge of and hands-on experience using change management methodologies, principles, and practices Agility: Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities with focus and adaptability Experience with root cause analysis methodologies (5 Whys, Fishbone diagrams, FMEA)
- Required Intermediate knowledge of project management methodologies, principles, and practices
- Required Familiarity with order management and processing tools, and escalation management processes is a plus

Qualifications:
University degree and/or 5-7 years equivalent combination of experience and education Certified or considered an expert in at least one Process Improvement Methodology (e.g., Own.it, Lean Six Sigma Green Belt or higher, Process Redesign) Experience in high-velocity execution environments with proven track record of delivering measurable improvements in compressed timeframes English
- B2