Process Improvement Analyst

Negotiable

Hilton

Experience

1-3 years

Job Type

Full Time

Location

United States, Dallas

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Job Description

Exceptional Hospitality
Starts with You

This role is based at our corporate office in Dallas, TX
or Remote

This is your chance to be part of a Customer Care Team
that is revolutionizing human hospitality in a digital world. As a Process
improvement Analyst, you will strive to provide
personalized solutions that inspire a passion for travel, making a lasting
impression with every Hilton guest with whom you interact. On the Hilton
Reservations and Customer Care (HRCC) team, you will report to the Manager
of Customer Excellence. You will use process management, data analysis,
and partnership to support process improvements, rollouts, and business changes
within the HRCC/contact center environment.

Design end-to-end business processes, workflows,
and operating models to document swim lanes, RACI charts, control
plans

Conduct process reviews and root cause analysis

Analyze
data to identify opportunities for continuous improvement
and optimization

How you'll
collaborate with others:

Facilitate workshops
and working sessions to align teams on process design, ownership, decisions,
and operational readiness
Support corporate lines of business
by identifying operational impacts, dependencies, risks, and implementation
requirements

What Projects you'll take ownership
of:

Design and improve business processes to support new
project rollouts
Partner with other process experts to deliver process
maps and documentation
Manage process improvement projects
from discovery through implementation and post-launch review

style="-webkit-text-stroke-width: 0px; color: rgb(0, 0, 0); font-family:
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start; text-decoration-color: initial; text-decoration-style: initial;
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white-space: normal; widows: 2; word-spacing: 0px;">What It Takes to Make
the Stay

You have these minimum
qualifications:

Two (2) years
of operations, project management, or business process experience
Two
(2) years of experience creating and interpreting process maps, workflows,
and documentation using tools such as Visio, or similar
Proficiency
in PowerPoint, Excel, and related tools, with the capability to develop clear,
impactful narratives supported by data and visualization tools

Two (2) years of operations, project management,
or business process experience for a high-volume contact center (>10,000
interactions per day both voice and nonvoice)

Experience analyzing
contact center data to identify trends using metrics to improve call center
processes

Trained and certified in Six Sigma or other process-related
methodologies

Two (2) years of experience with Agile methodology, Scrum,
or Jira

How We'll Help You Thrive

At Hilton, the hospitality
we're known for doesn't end with our guests. We proudly invest in our Team
Members' wellbeing, supporting you through all of life's moments.

When you join Hilton, our exceptional care extends to you with unmatched perks
and benefits, including*:

Incredible
travel perks – Enjoy 110 nights of deeply discounted travel, with room
rates as low as $40/night at our world-class hotels through our Go Hilton travel
program
Own a piece of Hilton – Through our employee
stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount
to help build your financial future
Paid parental leave
– Because family matters. We offer paid leave for eligible Team Members,
including partners and adoptive parents
Personalized caregiving
support – Access dedicated caregiving concierge services to help
navigate caregiving for yourself and your loved ones
Crisis
concierge – In times of loss, our Crisis Concierge offers a single,
compassionate point of contact for both practical support and emotional
care
Mental health resources – Your wellbeing comes
first. Eligible Team Members can access free counseling and support through our
best-in-class Employee Assistance Program (EAP)
Generous paid
time off (PTO) – Recharge, relax, and take time for what matters
most
Health & welfare benefits – From checkups
to dental cleanings to new glasses, we offer a variety of health plans that keep
you and your family covered
Financial security for your
future – Our retirement plans make it easier to save for what's
next

*Benefits availability may vary depending on Team
Member's location as well as terms and conditions of employment and are subject
to the terms and conditions of each specific program/plan.

style="-webkit-text-stroke-width: 0px; color: rgb(0, 0, 0); font-family:
"Hilton Sans"; font-size: medium; font-style: normal;
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initial; text-decoration-style: initial; text-decoration-thickness: initial;
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word-spacing: 0px;">Hilton offers its eligible team members a comprehensive target="_blank" rel="noopener noreferrer"
href="https://jobs.hilton.com/benefits">benefits package to support their mental and physical
well-being, so they can Thrive personally and professionally. The pay range
for this role is $52,500 – $75,000 and is determined based on applicable
and specialized experience and location. Subject to plan terms and conditions,
you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan,
consistent with other team members at the same level and/or position within
the Company.

#LI-REMOTE