Process Improvement Analyst, Customer Success
Core
Identify inefficiencies and redesign customer journey processes across sales, support, and service delivery functions.
Role type
Process Improvement Analyst
Builds
Redesigned customer workflows and automated process integrations
Domain
Customer Success / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Process mapping, root cause analysis, requirement gathering, Agile delivery support, KPI monitoring, system integration
Preferred skills
Six Sigma Green Belt, Project Management Certification, PeopleSoft EPR experience
Technologies
Microsoft Office, data reporting tools, PeopleSoft EPR
Responsibilities
Document current customer workflows and map future-state improvements; Collaborate with cross-functional teams to align process changes with CX goals; Translate customer feedback into actionable business requirements; Support delivery of process changes including test planning and training; Monitor KPIs to measure improvement impact; Work with IT to automate manual steps and integrate systems
Seniority
Mid-level, hands-on IC