Hybrid Process Improvement Analyst - Operations & CX

Summit Consulting; Cincinnati, Northern (OH, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Wellness programs

Parental leave

Adoption assistance

Tuition reimbursement

Paid time off

Paid holidays

401(k) with company match

Employee stock purchase plan

Commuter benefits

Job summary

Great American Insurance Group's Specialty Equipment division is seeking a Process Improvement Analyst to support Contact Center and service operations in Cincinnati. The role partners with leaders to improve customer experience, efficiency, and employee effectiveness through process improvement, data-driven analysis, and technology enablement.

The role is hybrid, with on-site collaboration and remote work, and may support initiatives across other Specialty Equipment areas based on priorities.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field.
• Minimum of 3 years of experience in process improvement, business operations, or related fields.
• Lean, Six Sigma, or Lean Six Sigma designation preferred.

Responsibilities

• Analyzes operational processes to improve service delivery, customer experience, quality, efficiency, and employee effectiveness.
• Documents current-state and future-state processes and supports scalable business solutions.
• Partners with leaders to develop and execute actionable process improvement initiatives.
• Coordinates testing, validation, and implementation activities for improvements.
• Develops and reports on KPIs and operational metrics to measure impact.
• Supports change management, training, and adoption during transitions.

Skills

Process improvement

Project coordination

Operational analytics

Customer service experience

Education

Bachelor's degree in Business or related field

Job description

Great American Insurance Group's Specialty Equipment division is seeking a Process Improvement Analyst to support Contact Center and service operations in Cincinnati. The role partners with leaders to improve customer experience, efficiency, and employee effectiveness through process improvement, data-driven analysis, and technology enablement.

The role is hybrid, with on-site collaboration and remote work, and may support initiatives across other Specialty Equipment areas based on priorities.