Process Improvement Analyst

Role overview

Process improvement and project work

• Design end-to-end business processes, workflows, and operating models, including swim lanes, RACI charts, and control plans.
• Conduct process reviews and root-cause analysis; analyze data to identify improvement and optimization opportunities.
• Facilitate workshops to align teams on process design, ownership, decisions, and operational readiness.
• Identify operational impacts, dependencies, risks, and implementation requirements for corporate business lines.
• Design and improve processes for project rollouts, partnering with process experts on process maps and documentation.
• Manage process improvement projects from discovery through implementation and post-launch review.

Minimum qualifications

• At least one year of operations, project management, or business process experience.
• At least one year creating and interpreting process maps, workflows, and documentation using Visio or a similar tool.
• Proficiency in PowerPoint, Excel, and related tools; ability to create clear, impactful narratives supported by data and visualization tools.

Preferred experience

• Two years of operations, project management, or business process experience in a high-volume contact center handling over 10,000 daily voice and nonvoice interactions is useful.
• Contact center data analysis and experience using metrics to improve call center processes are useful.
• Training and certification in Six Sigma or another process methodology is useful.
• Two years of experience with Agile methodology, Scrum, or Jira is useful.

Workplace

• The role may be based at Hilton’s corporate office in Dallas, Texas, or remote.

Compensation and benefits

• The stated pay range is $52,500 to $75,000, based on applicable specialized experience and location.
• Eligible team members may participate in the Hilton Annual Incentive Bonus Plan, subject to plan terms.
• Hilton describes travel discounts, stock purchase opportunities, paid parental leave, caregiving support, mental health resources, paid time off, health benefits, and retirement plans; eligibility and terms vary.