What are the responsibilities and job description for the Process Improvement Analyst, Business Operations position at Equifax?
Process Improvement Analyst is responsible for identifying revenue generating, customer experience, and operational efficiency transformation opportunities. This would include traditional drivers (centralization, standardization, process improvement) as well as digital drivers (intelligent automation, AI and others). Responsible for iteratively analyzing current state and utilizing best practices to develop recommendations on how to improve and optimize current processes. Will work with VP to align solutions to business strategy and partner internally with stakeholders to successfully implement the initiatives.
What you'll do:
Cultivate cross-functional relationships to gain understanding of business process, challenges, and dependencies
Continually evaluate existing technology, processes, procedures, and data usage to understand maturity of business and potential opportunities for improvement
Research internal and external best practices to recommend transformative solutions
Collaborate with internal stakeholders (technology, legal, compliance, security) to evaluate feasibility of solutions.
Build and present business cases to VP for alignment
Lead change management efforts by partnering with Project Manager, Training, and Contact Center Director to deliver solution
Embrace our Grow & Innovate shared value to focus on operational efficiencies through automation, RPA, API, AI, etc.
Ensure solutions deliver against security and compliance priorities relating to regulatory necessities and internal policies
What experience you need:
Bachelor's degree (B.A. or B.S.) and/or 5 years related experience or equivalent combination of education and experience. At least 5 years experience in analyst, project management, or process improvement role; customer service background preferred.
Advanced computer skills particularly the Google Suite or MS Office suite
Technical requirements preferred: Workforce planning, CRM platform (Salesforce), Telephony (Google CCAI/Apect), RPA, AI
What could set you apart:
Ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment
Demonstrate strong project management and planning skills in order to successfully manage project deliverables, stakeholders, and vendors
Timely and efficient in achieving deadlines
Creative problem solving and analytical skills
Ability to comprehend and utilize new technologies quickly
Excellent communication skills (verbal, written, and presentation)
Ability to work effectively and cooperatively with customers, internal partners, vendors, and senior leaders
Ability to work autonomously
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