Process Improvement Analyst Customer Excellence

About the Role: Process Improvement Analyst Customer Excellence

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Process Improvement Analyst Customer Excellence, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Hilton Reservations and Customer Care (HRCC) team, you will report to the Director Customer Excellence. You will utilize process/project management skills for initiatives and business-as-usual activities, requiring use of process management tools, data and analysis to enable process rollouts, improvements, and innovations. It is critical to understand contact centers and the ability to partner with teams across the organization to ensure HRCC processes are represented in business changes.

How We Will Support You

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.

How You Will Make An Impact

Your role is important and below are some of the fundamental job duties that make your work unique.

What Your Day-to-day Will Be Like

• Use business process management skills to document swim lanes, RACI charts, control plans
• Conduct process reviews, root cause analysis
• Create business controls, regular metrics reviews
• Use Data to inform on opportunities and enhancements, root cause analysis
• Spot opportunities for driving innovation

How You Will Collaborate With Others

• Interdepartmental collaboration within and outside of HRCC
• Identify project tasks and partner with the team to push to completion
• Facilitate process training for team members

What Projects You Will Take Ownership Of

• Document processes for new programs and projects
• Partner with other process experts to deliver process maps and documentation

WHY YOU'LL BE A GREAT FIT

Minimum Qualifications

• Two (2) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)
• Two (2) years of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similar
• Experience analyzing contact center data to identify trends and using metrics to improve call center processes
• Experience managing multiple departmental projects from concept to completion
• Command of PowerPoint and Excel (or similar) with ability to build compelling stories with data, text, and visualization tools
• Domestic travel less than 10%

Useful Qualifications

• Four (4) years of experience in process improvement plus two (2) years of project management
• High School Degree with a background in business or related fields
• Trained and certified in Six Sigma, Agile or other process-related methodologies

Key skills/competency

• Process Management
• Project Management
• Root Cause Analysis
• Data Analysis
• Business Process Improvement
• Contact Center Operations
• Workflow Documentation
• Stakeholder Collaboration
• Process Innovation
• Metrics Review