Job Title – Business Process Analyst

Location - San Diego, CA

Duration – 6+ Months Contract

Client: Medical Device Company

Employment Type: Contract on W2 (Need US Citizens Or GC Holders Only)
• Work hours: 8:00 – 5:00, but flexible
• Onsite
6 month temp contract role, targeted 02/2022 - 08/2022 with potential for extension.
• Work hours: M-F, 8-5pm
• Right now we are still remote – but if in San Diego I’d like this role to be hybrid. I’m open to seeing candidates that live near an office: San Antonio - Tx, Vernon Hills – Chicago, Il.

• 3 Must haves on the resume: Operational Analytics using SQL / Advanced Excel (more than pivot tables – I need someone who can run macros and do advanced logic strings), Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out), and process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.).

The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g. service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.

Highlights:
- Strategic analytics role to assess voice of the customer feedback and trends
- Provides analytical support to team reviewing KPIs, tracking and trending results, and creating and measuring business cases for strategic initiatives
- Requirements: Prior experience with Voice of the Customer data required, experience within an operational support environment highly desired, experience analyzing operational data within a professional services or sales environment required, past clinical / hospital experience a plus and highly desirable.
- Technical Skills: Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools. Statistical analysis and lean / green belt certification highly desirable.
- Experience with Salesforce and Qlikview highly desirable

The Business Process Analyst will effectively conduct the following activities as part of their role:
Analytics and Visualization
• Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases
• Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
• Drives meaningful business outcomes and strategic initiatives using data based findings to continuously improve operations
• Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions
• Seeks to understands and can layer in business cost impacts and implications to data findings and hypotheses

Strategy & Process Improvement
• Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
• Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
• Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
• Develops business cases for continuous improvement projects
• Identifies and monitors key measures to ensure project success and prepares project status reports

Leadership & Change Management
- Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
- Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
- Creates and deliver stakeholder and executive level program, project and business case presentations
- Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations.
- Influences and effectively manages change adoption strategies related to CX strategy and analytics
- Ensure adoption of new tools, measurements, and processes by identifying, monitoring and communicating success metrics

Administrative/Other
- Timely completion of internal company documentation.
- Timely completion of any Company or Department required training.

Education or Equivalent:
Bachelor’s degree required. Masters or MBA preferred.