Process Excellence Analyst Job
American Express - Phoenix, AZ

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Process Excellence Analyst-13001489

Description
As a member of the World Service Process Excellence (PE) team, this position will be a key catalyst in spreading the PE culture for World Service at the Phoenix Customer Care center. This will be accomplished by engaging with Team Leaders and Customer Care Professionals to deploy an effective understanding of PE and to ensure they are fully engaged in identifying and sharing improvement opportunities. Process Excellence’s objective is to drive a culture of improvement across the employee population resulting in an enhanced customer experience and operational effectiveness. The incumbent will report into the Manager – Process Excellence.

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Deploy site PE e-learning modules

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Conduct Customer Care Professional (CCP) and Team Leader huddles

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Conduct brainstorming sessions with teams to identify process improvement opportunities

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Execute as well as facilitate key projects

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Track performance improvement ideas

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Measure and report key PE metrics

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Site branding and communication for PE

Qualifications

Qualifications:

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Requires Bachelors Degree

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Experience subject matter expert on PE tools and their usage

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Proven Project Management skills

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Strong process orientation and analytical/problem solving skills

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Experience and/ or knowledge of Six Sigma tools

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Collaborative working style and team orientation skill set

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Excellent communication, facilitation and presentation skills

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Experience with MS, Excel and PowerPoint

Preferred Skill set:

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Six Sigma Green Belt Certified / trained

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World Service experience

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Relevant experience in a customer-centric function

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Experience conducting training

Job: Operations
Primary Location: US-Arizona-Phoenix
Schedule: Full-time

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Each day, American Express makes it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for...