Process Optimization Analyst

Job Description

The Process Excellence Analyst plays a key role in improving how work gets done across the Client Services organization. As an individual contributor, this role focuses on analyzing and redesigning end‑to‑end processes to eliminate waste, reduce defects, and enable scalable, high‑quality operations.

Working cross‑functionally with both global and regional business partners, the Analyst applies Lean and Six Sigma methodologies to turn data into insights and insights into action. This role is well‑suited for an experienced professional who is eager to deepen their process excellence expertise, influence change, and deliver measurable business impact.  This role reports directly to a Senior Director within the Strategic Initiatives and Transformation Office of Global Client Services.

Responsibilities include:

Process Design and Improvement:

• Analyze existing end-to-end (E2E) processes to identify inefficiencies, bottlenecks, defects, and rework
• Develop current‑state and future‑state process maps, including multiple swim lanes maps, SIPOCs, RACIs, and SOPs
• Perform root cause analysis using structured methodologies and facilitate brainstorming sessions with Subject Matter Experts (SMEs) using data and evidence
• Recommend improvements across operating model changes, control simplification, technology, automation, or digital enablement
• Ensure solutions are practical, scalable, and aligned to business objectives

Data Analysis and Problem Solving:

• Collect and analyze existing process data to identify trends and root causes
• Quantify improvement opportunities and expected benefits
• Define process KPIs and measurement approaches to track results
• Apply structured problem‑solving methodologies such as Lean, Six Sigma, DMAIC
• Perform capacity, throughput, and cycle‑time analysis

Documentation and Controls:

• Create and maintain process documentation, SOPs, and work instructions to support change enable adoption, control, and scalability
• Ensure processes comply with quality, regulatory, and safety standards
• Support audits and continuous compliance activities

Stakeholder Engagement:

• Work across functions to understand how work is performed by front line team members, leads, supervisors and managers
• Lead workstreams and facilitate work sessions to capture process details
• Partner with Operations, Product, Engineering, and Technology teams to implement changes

Change and Continuous Improvement:

• Lead or participate in continuous improvement initiatives and workshop
• Support change management activities, including piloting, training and adoption
• Support implementation, post‑implementation performance and sustain gains

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Education:

• Bachelor’s degree in business, Engineering, Operations, or a related field - required
• Experience leading process improvement initiatives - required
• Lean Six Sigma Yellow or Green Belt certified - required
• Advanced degree (Master’s) - preferred

Experience:

• Typically, 5 or more years of experience in:
• Management consulting or internal consulting
• Process improvement or operational excellence
• Experience working across multiple functions or business units
• Demonstrated analytical and execution depth

Core Skills:

• Fluent in English (spoken and written)
• Ability to work across different time zones (Asia Pacific and US)
• Strong analytical and critical‑thinking skills
• Ability to document processes clearly and objectively
• Experienced working with data and metrics (Excel, BI tools, Tableau)
• Strong facilitation and stakeholder communication skills
• Attention to detail and process discipline
• Demonstrated experience with Lean, Six Sigma, or continuous improvement frameworks
• Ability to frame complex problems into clear, logical narratives and develop clear executive summaries with findings and recommendations
• Experience partnering with technology teams on automation or workflow initiatives such as RPA and Agentic AI
• Ability to work with incomplete or imperfect data and triangulate insights using multiple sources

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.