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Process Optimization Analyst

Job Number: 189996

Allen, Texas

Overview

Experian is the world’s leading global information services company, unlocking the power of data to create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Experian has operated at the center of Big Data since before the phrase was coined. Few companies can offer information services on an equivalent scale. Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies” for 4 years in a row. We have 16,000 people operating across 37 countries, and every day we’re investing in new technologies, talented people and innovation to help create a better tomorrow.

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Success Profile

Experian Technology is central to the future success of Experian. Whether developing a new product, enhancing a SaaS solution or securing our networks from external threats, you have a critical role to play. When looking for new talent to join our technical teams, we look for individuals with the following traits:

  • Innovation 9
  • Problem-Solver 9
  • Presenter 8
  • Technologically savvy 10
  • Confident 6
  • Independent 4
Traits are on a scale of 0 to 10

Addtional Traits

  • Adaptable
  • Analytical
  • Collaborative
  • Communicator
  • Creative
  • Curious
  • Insightful
  • Organized
  • Persuasive
  • Problem-solver
  • Relationship expertise
  • Results-driven
  • Team player
  • Technologically savvy
  • Enthusiastic

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Responsibilities

Description

Overview: Reviews process landscape within MCE to identify opportunities for improvement, creating a pipeline of automation opportunities and reengineering processes to increase ease of implementation. Works with relevant areas to priorities opportunities identified based upon return on investment. They will have a strong focus on customer, ensuring that the overall Customer Experience is protected and enhanced whilst balancing the business and regulatory needs.Responsibilities:
  • Identify automation opportunities across Service, matching opportunity to the optimal technology solution.
  • Provide expertise in analytical solutions to complete complex analysis as required to support change initiatives.
Systems
  • Exploration of latest robotics and automation technology trends and support the onboarding of new technology vendors to support MCE improvements.
  • Identify robotics and automation opportunities across Service, matching opportunity to the optimal technology solution.
  • Provide expertise in analytical solutions to complete complex analysis as required to support change initiatives.
  • Propose efficiencies supporting the Experian’s MCE strategy of reducing the cost base and making the customer experience simple.
Relationship Management
  • Assimilate large quantities of business, market and technical information with a view to producing clear proposal for process automation and improvements.
  • Influencing and affecting impacted stakeholders to adopt, accept, and sustain changes.
  • Obtaining approval from senior stakeholders (including the MCE Leadership Team) ensuring that improvement pipeline is aligned with strategic goals and projects.
  • Provide subject matter expertise on the impacts of process automation across Service.
  • Support process owners/managers with implementation and benefit realization, safeguarding delivery of MCE Robotics business case.
  • Formation of strong relationships across the wider business e.g. Product, Tech, GSA, Procurement.
Teamwork & Collaboration
  • Work with business to review existing processes and identify areas for automation and improvement in line with the overall business strategy.
  • Support in creating a communication strategy for automation, embedding a positive culture of grass roots driven improvements.
  • Communicating with stakeholders to ensure alignment with all other initiatives and promote automation projects.
  • Manage analytical work through the team to support automation benefit realization.
  • Collaborate with teams to resolve design and implementation challenges as they emerge.
  • Support the Robotics and Automation Leader, picking up additional responsibilities when required.
Customer Experience & Service:
  • Focus on the customer and be an active participant in creating a seamless experience
  • Work with business to review existing processes and identify areas for automation and improvement in line with the overall business strategy.
  • Play a role in supporting process design.
  • Re-engineer key processes and optimize procedures for automation.
Regulatory, Governance & Control
  • Adhere to all regulatory requirements within area of responsibility and escalate issues quickly.
  • Pro-actively identify risks and take steps to mitigate these.

Knowledge, Experience & Qualifications

Skills:
  • Yellow Belt required, Black Belt desired.
  • Demonstrates advanced programming/configuration/analytical skills to achieve business and or technical requirements
  • Excellent written and verbal communication skills
  • Strong ability to work independently within a team environment
  • Able to work independently to resolve discrepancies, defects, incidents or problems with understanding of the business and system impacts
Education:
  • Bachelor’s Degree or equivalent work experience required
Experience:
  • 7-10 years of experience in contact center environment desired
  • 2-3 years of experience in a robotics and automation desired
Work Conditions:
  • Normal office environment

Benefits

  • Healthcare

    Experian offers comprehensive coverage with flexible options for you as well as your spouse/domestic partner and eligible dependents. This includes medical, dental and vision insurance, health care savings and spending accounts, dependent care FSA, health & wellness program, and telemedicine.

  • Personal Finance Protection

    We offer several benefits that strengthen your financial protection such as a 401k plan with an employer match, an employee stock purchase plan, life & additional insurance coverage.

  • Continuing Education

    We invest in your professional future through our education assistance program and many professional development programs. We also grant 20 scholarships to high school seniors each year to children of Experian employees.

  • Time Off

    We offer flexible time off in addition to corporate holidays, sick days and paid volunteer time off.

  • Family Support

    Experian supports your life outside the office with benefits such as our new parental leave policy covering time off for birth mothers as well as birth fathers and mothers/fathers of adoptive or foster children, adoption assistance, and pet insurance.

  • Our Culture

    Experian employees enjoy many other benefits through our employee discounts, company sponsored activities, and flexible total rewards packages. Many of our office locations provide onsite amenities such as fitness centers, game rooms, cafeterias and free snacks in break rooms. We support work/life balance with convenient offices in several metropolitan locations and flexible work arrangements when possible.

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Quote

“I’m a problem solver, strategist, and security engineer in the Cyber Threat Management realm. The best part of my job is creativity and thinking outside the box is encouraged. I work in a team that enables me to innovate and collaborate with other teams to help drive our organization to a better tomorrow.”

Lauren Alvarez, Security Engineer

“The best part of my job is the people I get to work with and for. I am surrounded with some of the most innovative, smart and down to earth characters in the field.”

Rafael Molina, Sr. Information Security Specialist, EITS

“At Experian, the technology environment is always changing to keep up with the latest technology out there. It’s innovative, yet what’s motivative is that when there is a change in technology, our employees host training sessions because not everyone fully understand the new technology, so we all grow together to find our best way to every solution.”

Wes Hoang, Software Dev Intern

“If you are looking for a workplace to Innovate, grow in professional career and Work with great leaders, then Experian is the best place to be at!”

Dhaval Dagli, Technical Product Manager

“I personally enjoy working with a variety of application and technical experts in trouble-shooting and figuring out why something failed, and/or working with the same caliber of colleagues to implement real-world solutions to ensure that we have a solid environment that is sustainable and meets the needs of the business.”

Kenn Johnson, Interim Manager of Cyber Security Engineering

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