Business Process Optimization Analyst, Contact Center

Navy Federal Credit Union; Pensacola (FL); On-site; USD 65,000 - 85,000; Full time

Job summary

Navy Federal Credit Union is seeking a Process Improvement Analyst in Pensacola, FL to analyze and improve business processes for operational efficiency, cost reduction, and service quality.

You will collaborate with cross-functional teams, develop process maps and SOPs, and support ROI calculations and business cases for improvement initiatives. A 2+ year track record in process improvement or business analysis is preferred.

Qualifications

• Bachelor's degree required in business, operations, or related field.
• 2+ years of experience in process improvement or business analysis.
• Experience with root cause analysis and problem-solving techniques.
• Experience in process documentation and standardization.
• Experience in cross-functional collaboration.
• Exposure to ROI modeling and business case development.
• Familiarity with process improvement methodologies.
• Knowledge of data analysis and KPIs.

Responsibilities

• Analyze existing business processes to identify inefficiencies and improvements.
• Develop and maintain process documentation including maps and SOPs.
• Support ROI calculations and business case development for initiatives.
• Gather requirements and translate them into improvement opportunities.
• Support implementation of process changes and monitor effectiveness.
• Conduct root cause analysis and implement solutions.
• Assist in benchmarking against industry best practices.
• Use process modeling and workflow tools to design processes.
• Develop performance metrics for improvement initiatives.
• Monitor process performance and escalate issues as needed.
• Assist in creating training content and user guides for changes.
• Participate in change management activities.

Skills

Process improvement

Root cause analysis

Cross-functional collaboration

Data analysis

Change management

Project management

Business requirements gathering

Education

Bachelor's Degree in Business/Operations

Tools

Process mapping tools

Workflow tools

Excel

Job description

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.

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 changes. 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 elevate 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

• 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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• 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 [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

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Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.