Process Optimization Analyst

Process Mining & Data Analysis:

• Build and maintain process models for critical operational flows like ticket routing and escalation paths.
• Develop dashboards to surface bottlenecks and conduct root cause analysis on process inefficiencies.
• Deliver regular process health reports with data-backed recommendations for improvement.

To-Be Process Design & Implementation:

• Take identified improvement opportunities from analysis through to implementation and rollout.
• Work with operational teams to validate designs, manage change, and ensure successful adoption.
• Quantify the impact of implemented changes using process mining baselines and iterate based on feedback.

Automation & AI Support:

• Identify and prioritize automation candidates by surfacing workflows with the highest potential impact.
• Support the scoping of automation use cases by providing process data, volumetrics, and baseline measurements.
• Monitor post-implementation performance to validate that automations deliver expected results.

CE Ops Support & Collaboration:

• Act as the process mining resource for CE Ops teams, helping them understand workflows and build cases for change.
• Present findings to stakeholders in clear, non-technical language with actionable recommendations.
• Contribute to the team's automation backlog by surfacing data-backed improvement opportunities.