Senior Business Process Optimization Analyst, Contact Center Operations

Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven workflows, identify root causes of inefficiencies across people, process, and technology, and implement scalable, sustainable solutions. Serves as a mentor to junior analysts and a key contributor to cross‑functional digital transformation and process modernization efforts. Function as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations. 
 

• 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 

• 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

 

Desired Qualifications

• 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 

 

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

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