Business Process Optimization Analyst, Contact Center

Overview

Responsible for analyzing and improving business processes to support operational efficiency, cost reduction, and service quality. Works with moderate supervision to evaluate workflows, identify improvement opportunities, and support the implementation of process enhancements. Applies foundational knowledge of process improvement methodologies and collaborates with cross-functional teams to deliver measurable results. Solve a range of mostly straightforward problems with some increased scope and complexity. Developing professional with basic skill set and proficiency with procedures and techniques.

Responsibilities

• 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 the development of business cases and value assessments for process initiatives by gathering data and supporting ROI calculations.

• Collaborate with stakeholders to gather business requirements and translate them into process improvement opportunities.

• Support the implementation of process changes and monitor their effectiveness.

• Conduct root cause analysis and recommend solutions to address process-related issues.

• Assist in benchmarking internal processes against industry best practices.

• Utilize process modeling and workflow tools to visualize and communicate process designs.

• Contribute to the development of business cases and 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.

• May perform other duties as assigned.

Qualifications

• 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.

• Proficient in process improvement methodologies.

• Proficient 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.

Desired Qualifications

• Master’s Degree in related field or equivalent combination of training, education and experience.

• Lean Six Sigma certification, Certified Business Process Professional (CBPP), or Certified Lean Practitioner.

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 5510 Heritage Oaks Drive, Pensacola, FL 32526

• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence

• Military.com Top Military Spouse Employers 2025

• 2026 Handshake Early Talent Award

• Newsweek America’s Greatest Workplaces for Culture, Belonging and Community 2026

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page (https://fa-etbx-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/nfcu/pages/employee-benefits) of the Navy Federal Career Site.

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