Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven workflows, identify root causes of inefficiencies across people, process, and technology, and implement scalable, sustainable solutions. Serves as a mentor to junior analysts and a key contributor to cross‑functional digital transformation and process modernization efforts. Function as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations.
- 5+ years of relevant experience in process improvement, business process optimization, or business analysis within a technology‑enabled environment
- Strong experience in root cause analysis, problem‑solving, and translating business needs into system‑aligned solutions
- Significant experience in process documentation, standardization, and mapping across people, process, and technology domains
- Experience partnering with IT, product, or system teams on process design, system enhancements, or automation initiatives
- Experience developing business cases and ROI models for technology or process investments
- Advanced knowledge of process improvement frameworks (Lean, Six Sigma, DMAIC)
- Advanced skill in stakeholder engagement, facilitation, and cross‑functional collaboration
- Advanced knowledge of performance measurement, reporting, and continuous improvement
- Strong project management, organizational, planning, and time‑management skills
- Advanced research, analytical, and data interpretation skills
- Bachelor’s Degree in Business, Operations, Information Systems, or related field or equivalent combination of education and experience
Desired Qualifications
- Master’s Degree in related field or equivalent experience
- Lean Six Sigma certification (Green Belt or higher), Certified Business Process Professional (CBPP), Certified Lean Practitioner, or similar
- Experience with workflow tools, automation platforms, reporting/dashboard tools, or enterprise systems
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
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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 of the Navy Federal Career Site.
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