Senior Experience Analyst (Service Design Focus)

Position Summary

Leads complex insight and analysis efforts into business processes, sponsor delegate and voice/vision/strategy for experience, customer journeys, and develops recommendations for optimizing business results. Helps define clear measurable problem statements with process and data analysis designed to deliver high customer and business impact. Perform duties in one or more of the following disciplines: Business Intelligence, Customer Centric Design, User Experience, Lean Six Sigma and moderate to high complexity Project Management.

• The ideal candidate will have experience in creating and improving services and strategies that are centered around the user. This includes researching user needs, using qualitative and quantitative data to make and influence decisions, designing the user journey and/or creating end- to- end experiences for users, and collaborating with multidisciplinary teams to contribute to shared goals and outcomes

• There are multiple job openings for this role

Duties and Responsibilities

• Leads and drives generative and evaluative research planning.
• Conducts research, generates comparisons, draws conclusions, makes recommendations and validates solutions to effect transformational change.
• Assists in developing strategy to operationalize our company-wide objectives and implements processes and to achieve those goals.
• Monitors project health and recommends schedule changes, cost adjustments and resource allocations to ensure optimal project performance.
• Regularly develops and facilitates presentations and workshops for key stakeholders and business leaders.
• Participates in the execution and implementation of solutions.
• Ensures actions are aligned to enterprise strategies; provides insight to assist in business or technical direction.
• Mentors and helps grow the skills of other Experience analyst on the team.
• Serves as a discipline lead and participates in steering committees.

The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Competencies

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree and four years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or 
• Associates degree and six years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or 
• High school equivalent and eight years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field required

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Additional Experience 

• Strong analytical, communication, and problem solving skills required. 
• A deep understanding of relevant content knowledge, and an ability to set-up and facilitate workshops and meetings with all levels of the organization required. 
• Working knowledge of database, spreadsheet, presentation software, and data retrieval methods required. 
• Experience utilizing reporting software and reporting tools preferred.

Designations and/or Licenses 

• A general business process improvement designation or certification such as Lean Six Sigma or Business Process Management (BPM) preferred.

Physical Requirements