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Sr Analyst, Business Process
hace 2 semanas
**_Welcome to Warner Bros. Discoverythe stuff dreams are made of._**
**Who We Are**
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
**The Job**
The Sr. Business Process Analyst is a key member of the Global Customer Experience (CX) Strategy & Ops team. They will deliver a relentless focus on ensuring our global and regional support processes, including legal and compliance requirements, align with business objectives and remain current. They will strengthen our ways of working to ensure all WBD customers receive exceptional support.
**Language Requirement**:
- The ability to speak, read, and write fluently in English
**Primary**R**esponsibilities**:
- Partner cross-regionally/functionally to maintain and ensure CX process and policy records remain current, and are continuously improved based on the latest regional and local regulations, observations and feedback
- Ensure all customer-facing processes and policies align with business, team, and local regulations while optimizing for efficiency and the support experience
- Partner with team leads and stakeholders to identify gaps and/or improvement opportunities
- Build and present comprehensive project briefs to raise potential initiatives and expected impact to key CX stakeholders to gain buy-in
- Lead the change-control process, implementation, and communications plan to ensure awareness and escalation plan/channels
- Post implementation, monitor and measure day 2 and beyond performance to ensure expected observations are met and to identify additional opportunities to further refine workflows
- Monitor a slate of projects based on level of effort, business impact, priority, and general feasibility while keeping stakeholders and leadership informed on near and long term roadmaps through digital and meeting based ceremonies
**Skills and Competencies**:
- Strong understanding of how process changes impact operations at various altitudes
- Strong skills in Process Mapping, Technical Writing, Business Process Reengineering, and Project Management
- Strong analytical skills with a demonstrated ability to analyse business/CX processes and workflows to understand where improvement is needed and how to track improvements
- Ability to facilitate workshops and focus groups comprised of cross-functional participants at different seniority levels
- Experience and comfortable developing & presenting business requirements to senior leaders
- Great communicator, able to present technical data to non-technical stakeholders
- Detailed oriented in monitoring, measuring and providing feedback on process performance
- Ability to manage multiple projects simultaneously and maintain a project backlog
- Works well under pressure to meet deadline driven efforts
- Adept at leading through influence or when lacking authority
- 5+ years experience in a Process/Policy Optimization or related role, preferably within the CX industry
- Project Management experience a plus
**Day-to-day activities include**:
- Review established process and procedures by reviewing existing documentation, interviewing involved parties, and soliciting for information to identify opportunities to simplify, align, and/or improve efforts.
- Maintain knowledge of upcoming product changes, launches, premiers, team and organizational changes to quantify impact to the current state and predict future process and policy changes to best accommodate planned changes and updates
- Document and organize process and policy information
- Work cross-functionally and with CX Leadership to develop and present improvement opportunities
- Assist with implementing process and policy changes
- Monitor new process and policy performance to ensure goals are met and/or if additional changes or enhancements are needed
- Continuously collate feedback on process performance via recurring ceremonies and data forms.
- Continuously advise project backlog and adjust priorities as needed
**How We Get Things Done**
**Championing Inclusion at WBD
