Job Summary

BPI Analysts in CX work across customer-facing functions—such as sales, support, onboarding, and service delivery—to identify inefficiencies, bottlenecks, or friction points in customer journeys. They use analytical and collaborative skills to redesign processes, often in partnership with IT, operations, and marketing teams  

Responsibilities

• Process Mapping & Analysis: Document current customer workflows, identify pain points, and map future-state improvements
• Stakeholder Engagement: Collaborate with customer service, product, marketing, and IT to align process changes with CX goals
• Requirement Gathering: Translate customer feedback and operational challenges into actionable business requirements
• Solution Design & Implementation: Support Agile or waterfall delivery of process changes, including test planning, UAT, and training materials
• Performance Tracking: Monitor KPIs such as first-contact resolution, customer satisfaction (CSAT), and time-to-service to measure improvement impact
• Automation & Integration: Work with IT to automate manual steps, integrate systems, and improve scalability

Qualifications

• Associate's degree in Business, Engineering, Manufacturing, or a STEM related field with 5+ years of relevant experience; Bachelor's degree preferred
• Experience supporting continuous improvement initiatives using Lean Manufacturing, Kaizen, SMED, 5S, or similar methodologies
• Strong analytical, problem solving, and root cause analysis skills with the ability to interpret data and drive process improvements
• Excellent communication, training, and presentation skills with the ability to collaborate effectively across all levels of the organization
• Strong organizational skills, attention to detail, and proficiency with Microsoft Office and data reporting tools

Preferred Qualifications

• Six Sigma Green Belt
• Certification in project management
• PeopleSoft EPR experience

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.

Physical Demands / Working Environment

• Must be able to work in a corporate office setting.
• Prolonged periods sitting at a desk and working on a computer.

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