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Process Improvement Owner, D2C

  • Atlanta
  • Project & Program Management
  • Full time
  • J00142094
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The Process Improvement Owner is responsible for understanding and improving complex business processes or services offered by D2C.  This position will drive optimization across multi-channels (voice, mail, online, etc), lead large collaboration events across internal teams (Operations, IT, Marketing, Security, Legal, Compliance, Reporting, etc), and author/ maintain associated processes as the subject matter expert (SME).  Most importantly, the Process Improvement Owner is the primary champion of a low effort, high satisfaction consumer experience that is aligned with the strategic direction of the business.

What you’ll do

  •  Understand and improve complex processes across multiple channels and systems to enable regulatory compliance and consumer satisfaction

  • Identify and address process breakdowns and system defects

  • Produce recommendations and associated business cases for end-to-end optimization of process/technology and coordinate resolution activities

  • Lead and/or participate in large scale process/project activity as the SME, including LEAN and Customer Journey Mapping, to ensure alignment with existing or new processes

  • Recommend and implement automation and process efficiencies; updating processes where applicable

  • Incorporate process design, process risk assessment, piloting, and data analysis and reporting

  • Proactively conduct and promptly respond to issues or challenges within existing processes, changes in regulations or systems, etc

  • Respond promptly to legal and compliance requests

  • Responsible for mitigating compliance observations with associated service/process

What experience you need  

  • Bachelor's degree preferred

  • 5+ years of professional experience in a process improvement 

  • Experience with cross-functional teams with respect to implementation of project/program requirements

  • Excellent verbal and written communication skills with the ability to present information concisely with supporting data

  • Ability to communicate with both business and technical teams

  • Proven problem solving and project management skills

  • Outstanding attention to detail and organizational skills

What could set you apart

  • Knowledge of Equifax Systems (IRIS, ACRO, CCMS, Salesforce)

  • Lean/Six Sigma experience

  • Operations/call center  background

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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