Senior Analyst, Process Excellence

The Process Excellence (PEX) team is the Customer Experience’s (CEG) center of expertise for process design, standardization, and optimization. Its mandate is to deliver efficiency, effectiveness, and scalability by ensuring that business processes are customer-centric, technology-enabled, and aligned with global strategies.

The Team Partners With Cross Functional Stakeholders Including Operations, Global Customer Experience, Products, Learning & Development, Quality Assurance, And Especially R&D

To define, document, and standardize processes and procedures (SOPs, frameworks, playbooks)

To drive continuous improvement through data-driven analysis, observation, and feedback

To ensure seamless interactive process between end-users (customers, agents) and product owners (Product, R&D)

To govern process ownership, compliance, and measurement of business impact

What You’ll Do

• Analyze existing processes to identify areas for improvement and implement solutions
• Leverage data analytics to identify process inefficiencies, measure effectiveness of automation and processes, and validate ROI of the process changes
• Develop efficient processes and procedures to optimize operations
• Lead process improvement projects from conception to execution and realize the business value
• Work with cross-functional teams to ensure new processes, systems and tools are communicated and implemented successfully
• Work with other functions to conduct regular process audits to identify compliance issues and recommend corrective actions
• Run by efficiency frameworks for process ownership and its SOPs and track KPI outcomes to measure ROI on process and system changes

• Bachelor's degree in Business, Data, or a related field is preferred.
• 4-5 years of experience in process management, business process reengineering, or continuous improvement initiatives.
• Analytical skills with the ability to identify inefficiencies and suggest solutions.
• Project management skills, including planning and execution.
• Familiarity with process mapping and documentation tools (e.g., Microsoft Visio, Lucidchart) is a plus.
• Ability to work collaboratively in a cross-functional environment.
• Good communication and interpersonal skills
• Detail-oriented with a focus on accuracy and quality
• Adaptability to thrive in a fast-paced, dynamic environment.
• Fluent in English.
• Korean fluency is a plus.
• Mandarin proficiency is a bonus (Traditional and/or Simplified).