Sr Analyst, Business Process

Job Description

The Job
The Sr. Business Process Analyst is a key member of the Global Customer Experience (CX) Strategy & Ops team . T hey will deliver a relentless focus on ensuring our global and regional support processes , including legal and compliance requirements, align with business objecti ves and re main current. They will strengthen our ways o f working to ensure all WBD customers receive exceptional support .
The successful candidate will work cross-functionally to support the Senior Strategy & Policy Analyst , and global CX leads to manage our process and policy document repository , identify improvement opportunities and implement them .
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, observation s 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 c omprehensive project briefs to raise potential in itiatives and expected impact to key CX stakeholders to gain buy-in
• Lead the change-control process , implementation, and comm unication s plan to ensure awareness and escalation plan /channels
• Post implementation, m onitor and measure day 2 and beyond performance to ensure expected observations are met and to i dentify a dditional opportunities to further refine workflow s
• Monitor a slate of projects based on l evel 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, B usiness Process Reengineering , and P ro je ct M anagement
• 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 facilitat e workshops and focus groups comprised of cross-functional participants at different seniority levels
• Experience and comfortable developing & present ing 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, p referably within the CX industry
• Project Management experience a plus
Day-to-day activities include:
• Review established process and proce dures 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 presen t 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 c ollate feedback on process performance via recurring ceremonies and data forms.
• Continuously advise project backlog and adjust priorities as needed

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-4kk67q-216-73-216-18-42 in your application.