• Strong problem-solver, analytical thinker, and effective communicator across both individual contributor presence
and executive leadership. Able to influence cross-functional teams without direct authority.
Position Description
The Senior Analyst will be part of a team that drives our Product Centric transformation and will lead strategic initiatives that enhance operational efficiency, accelerate digital maturity, and embed a culture of innovation across the organization. With a strong foundation in technology, continuous improvement, process engineering, product
management, and data analytics, this role requires an exceptional ability to optimize and transform how technical products are delivered to our Segment Customers.
This role focuses on reengineering processes for AI-first environments, applying Lean Six Sigma methodologies, and driving measurable improvements in performance and customer outcomes. You will collaborate closely with operations, engineering, and data teams to design and implement scalable solutions, optimize SLAs/KPIs, and ensure
adoption through structured change management and capability building. Success in this role requires a blend of analytical rigor, transformation leadership, and the ability to thrive in a dynamic, fast-paced environment where ambiguity is the norm and impact is expected. Excellent written and verbal communication, data analysis, and innovative and strategic mindset.
AI-Enabled Process Innovation
• Architect AI-first process reengineering strategies, moving beyond automation to fundamentally redesign workflows for scalability and intelligence.
• Integrate cutting-edge technologies—including Microsoft Copilot, predictive analytic, Lovable, Canva —to enhance operational decision-making and streamline execution.
• Develop AI agents that will improve process and systems flow to gain automation capabilities and drive efficiencies.
• Partner with cross functional teams, design and pilot the systems that improve processes and identify high impact opportunities for automation.
• Apply foundation models based on generative AI to expand use cases across various technology platforms and applications.
• Collaborate with stakeholders and role owners to embed AI capabilities into core business processes.
• Execute deep expertise in integrating AI technologies into business workflows; skilled in architecting AI-first process redesigns and ensuring governance.
Strategic Continuous Improvement & Operational Excellence
• Champion Lean Six Sigma or similar methodologies to drive enterprise-wide efficiency, reduce waste, and optimize end-to-end workflows.
• Experience working with interdisciplinary teams to execute product design from concept to production
• Drive improvements in software/hardware lifecycle, engineering, and operations to create product development
roadmaps that deliver technology to our customers.
• Lead cross-functional initiatives using advanced tools such as SIPOC, DMAIC, and Value Stream Mapping to deliver measurable quality improvements and defect reduction.
• Lead idea generation for innovative design/process solutions to existing operational problems
• Facilitate high-impact workshops, root cause analyses, and structured problem-solving sessions to accelerate performance gains.
• Generate structured plan to turn innovative design/process solutions from ideas to assessment, pilot and finally expansion.
• Innovate and architect creative new ways to deliver products to customers.
• Use Lean Six Sigma concepts and tools to engage stakeholders, identify improvements that increase customer satisfaction, and drive forward-looking innovation.
• Lead in developing a Product Centric approach by advocating for product lifecycle process and act as a facilitator between services, platforms, product, stakeholder teams and customer.
Process Engineering
• Develop As-Is and To Be process flows using tools (Miro, Visio, etc.) to visualize steps and sequence of events to determine gaps and opportunities for improvement.
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• Leverage Agile and DevOps frameworks to drive improvements in an iterative approach that encourages Sprint development.
• Evaluate existing processes and technology using interviews, workshops, analysis documentation, surveys, Kaizen
Events, user scenarios, process maps, task and workflow analysis, fishbone diagram, value stream mapping, or related tools.
• Identify and communicate risks and issues impacting business rules, functional requirements and specifications. Collaborates with stakeholders on the evaluation of the feasibility, effort and costs to implement requirements.
• Create training materials and may assist with user orientation and training.
• Create documentation to share innovative design/process solutions, process maps, design standards, etc.
• Create Standards Operating Procedures (SOPs) and other documentation to share innovative design/process solutions, process maps, design standards, etc.
• Design a complete and complex framework, system or product. Defines processes for technical platforms, system specifications, input/output and working parameters for hardware and/or software compatibility.
• Recognize structural issues within the organization, functional interdependencies, and cross-silo redundancies such as role alignment, process and systems gaps and overlaps, and business capability maturity gaps.
• Meet with business and technical leaders to identify and scope opportunities, outline potential value and ROI, and identify risks and constraints. Capability Development & Culture Building
• Develop and delivers enterprise-level Lean Six Sigma or similar training programs, fostering a culture of continuous improvement and operational excellence.
• Mentor emerging leaders and teams through structured learning paths, hands-on coaching, and experiential
learning.
• Promote agile experimentation and iterative improvement using frameworks such as Plan-Do-Check-Adjust
(PDCA).
• Lead and facilitates workshops with 20-40 individuals by focusing on open-ended questions that drive creative thought.
• Combine Lean Six Sigma and Organizational Change Management (example: ProSci) to create, prepare for, adopt, implement, and measure future state
Performance Management & Business Intelligence & SLA Optimization
• Define and operationalize key performance indicators (SLAs, KPIs) that align with strategic goals and drive accountability.
• Conduct post-implementation reviews and success audits to ensure sustained impact and continuous feedback loops.
• Identify and interpret trends and patterns in datasets to locate influences. Create reports, forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
• Utilize Power BI/Tableau for data extraction and visualization. Has experience pulling data from ERP or packaged solutions.
• Develop plan for how Services and Platforms will collect, manage, and use data to meet customer needs, including Operational Service Levels and other Service Level Agreements (SLAs).
• Define the data elements shared between the various business units in the enterprise and the relationships between those data elements and processes, people, systems, and other process elements.
Other Skills Needed
• Interprets internal and external business issues and recommend best practices.
• Works independently with guidance in only most complex situations
• Uses sophisticated analytical thought to exercise judgement and identify innovative solutions.
• Communicates difficult concepts and negotiates with others to adopt a different point of view.
• Analyzes data for trends and recommends possible improvements/solutions.
• Captures the tactical and strategic business goals that provide traceability through the organization and map them
into metrics that provide ongoing governance capability.
• Enumerates, analyzes, catalogs, and suggests improvements to the strategic, core and support processes of the business.
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