Process Improvement Analyst
About The Position
This role is based at our corporate office in Dallas, TX or Remote. This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Process Improvement Analyst, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Hilton Reservations and Customer Care (HRCC) team, you will report to the Manager of Customer Excellence. You will use process management, data analysis, and partnership to support process improvements, rollouts, and business changes within the HRCC/contact center environment.
Requirements
- Two (2) years of operations, project management, or business process experience
- Two (2) years of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similar
- Proficiency in PowerPoint, Excel, and related tools, with the capability to develop clear, impactful narratives supported by data and visualization tools
Nice To Haves
- Two (2) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)
- Experience analyzing contact center data to identify trends using metrics to improve call center processes
- Trained and certified in Six Sigma or other process-related methodologies
- Two (2) years of experience with Agile methodology, Scrum, or Jira
Responsibilities
- Design end-to-end business processes, workflows, and operating models to document swim lanes, RACI charts, control plans
- Conduct process reviews and root cause analysis
- Analyze data to identify opportunities for continuous improvement and optimization
- Facilitate workshops and working sessions to align teams on process design, ownership, decisions, and operational readiness
- Support corporate lines of business by identifying operational impacts, dependencies, risks, and implementation requirements
- Design and improve business processes to support new project rollouts
- Partner with other process experts to deliver process maps and documentation
- Manage process improvement projects from discovery through implementation and post-launch review
Benefits
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what’s next
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
