Senior Business Process Optimization Analyst, Contact Center Operations

Navy Federal Credit Union

Senior Business Process Optimization Analyst enhancing operational efficiency in Contact Center Operations. Leading process improvements with technology to optimize workflows across teams.

Posted 4/28/2026full-timePensacola • Florida, Virginia • 🇺🇸 United StatesSenior💰 $78,400 - $123,200 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

DMAICLeanSix Sigmadata analysisprocess documentationbusiness case developmentROI modelingperformance measurementprocess mappingautomation

Soft Skills

problem-solvingstakeholder engagementfacilitationcross-functional collaborationorganizational skillsplanning skillstime-management skillsanalytical skillsmentoringcommunication

Certifications

Lean Six Sigma Green BeltCertified Business Process Professional (CBPP)Certified Lean PractitionerMaster's Degree in BusinessBachelor's Degree in Business