Business Process Optimization Analyst, Contact Center

Navy Federal Credit Union

. Analyze existing business processes to identify inefficiencies, redundancies, and areas for improvement .

Posted 11/6/2026full-timeUnited StatesJuniorMid-Level💰 $33 - $46 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in process improvement methodologies and business analysis, with a strong focus on root cause analysis, process documentation, and cross-functional collaboration. Proficient in developing business cases and performance metrics to drive effective process changes.

Highest-signal resume keywords

Process Improvement MethodologiesRoot Cause AnalysisProcess DocumentationBusiness Case DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementBusiness AnalysisData AnalysisProcess MappingStandard Operating ProceduresPerformance MetricsKPI MonitoringROI ModelingChange ManagementProblem-Solving Techniques

Soft Skills

CollaborationCommunicationTraining DevelopmentStakeholder EngagementAdaptability

Tools & Technologies

Process Modeling ToolsWorkflow ToolsData Visualization Tools

Certifications & Qualifications

Lean Six Sigma CertificationCertified Business Process Professional (CBPP)Certified Lean Practitioner

Industry Keywords

Business ProcessesProcess Improvement InitiativesBenchmarkingChange Management PrinciplesPerformance Monitoring

About the role

Key responsibilities & impact

Analyze existing business processes to identify inefficiencies, redundancies, and areas for improvement
Develop and maintain process documentation, including process maps, flowcharts, and standard operating procedures
Contribute to business cases and value assessments by gathering data and supporting ROI calculations
Collaborate with stakeholders to gather business requirements and translate them into process improvement opportunities
Support implementation of process changes and monitor effectiveness
Conduct root cause analysis and recommend solutions for process-related issues
Assist in benchmarking internal processes against industry best practices
Use process modeling and workflow tools to visualize and communicate process designs
Contribute to performance metrics for process improvement initiatives
Monitor process performance and escalate issues as needed
Assist in developing training content and user guides for process changes
Participate in change management activities to support process adoption
Perform other duties as assigned

Requirements

What you’ll need

2+ years of experience in process improvement or business analysis
Intermediate understanding of business and operating environment
Experience in root cause analysis and problem-solving techniques
Experience in process documentation and standardization
Experience in cross-functional collaboration
Exposure to business case development and ROI modeling
Proficiency in process improvement methodologies
Proficiency in process modeling and workflow tools
Basic knowledge of data analysis and visualization techniques
Understanding of change management principles
Knowledge of business requirements gathering
Knowledge of performance metrics and KPIs
Project management skills
Bachelor’s Degree in Business, Operations, or related field or equivalent combination of training, education and experience
Monday–Friday availability, 8:00 AM–4:30 PM
Lean Six Sigma certification, Certified Business Process Professional (CBPP), or Certified Lean Practitioner (desired)

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Meaningful career experience
Energized, engaged, and committed culture
Fierce appreciation for teams
Equal employment opportunity
Medical accommodations and application assistance