Senior Business Process Optimization Analyst, Contact Center Operations

Navy Federal Credit Union•Pensacola, FL

About The Position

Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven workflows, identify root causes of inefficiencies across people, process, and technology, and implement scalable, sustainable solutions. Serves as a mentor to junior analysts and a key contributor to cross‑functional digital transformation and process modernization efforts. Function as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.

Requirements

Experience in leading technology-enabled process improvement initiatives.
Ability to analyze complex, system-driven workflows.
Skill in identifying root causes of inefficiencies across people, process, and technology.
Experience in implementing scalable, sustainable solutions.
Mentorship capabilities for junior analysts.
Experience in cross-functional digital transformation and process modernization efforts.
Experience as a primary liaison representing Contact Center Operations when engaging with technology partners and vendors regarding enterprise system optimizations.

Responsibilities

Leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery.
Analyzing complex, system‑driven workflows to identify root causes of inefficiencies across people, process, and technology.
Implementing scalable, sustainable solutions.
Serving as a mentor to junior analysts.
Contributing to cross‑functional digital transformation and process modernization efforts.
Functioning as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.