Process Analyst, Customer Excellence
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
- Strategic problem solver with strong process skills and the ability to study, map and identify gaps and opportunities in processes
- Understand business and customer needs, document workflows, make recommendations for improvement, implement changes, and track results
- Leverage analytical information/reporting to see opportunities and prioritize initiatives
- Ability to collaborate effectively within and across departments to conduct process discovery sessions and check-ins
- Strong project management skills to be able to lead small projects and larger department-level and corporate initiatives
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
- Two (2) years of operations, project management, and business process experience
- Two (2) years of experience working in a project or process support role for a contact center, global, or customer service-focused company
- Proven command of PowerPoint, Excel, and VISIO (or similar) with the ability to build compelling stories with data, text, and visualization tools
- Domestic travel less than 10%
It would be useful in this position for you to demonstrate the following capabilities and distinctions:
- Four (4) years of experience in process improvement; 2 years of project management
- Two (2) years of experience in a contact center environment
- High School Degree with a background in business or related fields
- Trained and certified in Six Sigma or other process-related methodologies
What is it like working for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #LI-AG1
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of parental leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, travel insurance, a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $55,000-$90,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.