Senior Business Process Analyst

About Conduent CX Transformation

Conduent’s CX Transformation group partners with leading brands to modernize customer-experience operations through cloud-native SaaS platforms, AI-driven automation, and data-backed process redesign. Our mandate is to unlock measurable value—higher CSAT, lower cost-to-serve, and faster innovation—while empowering frontline teams to deliver effortless customer journeys.

About the Role

The Senior Transformation Analyst thrives in ambiguity and turns unstructured problems into clear action plans. You will lead discovery, craft transformation roadmaps, and shepherd clients through the assessment, implementation, and optimization of CX SaaS and AI solutions—from CCaaS platforms to generative-AI agent assist.

Key Responsibilities:

1. Client Assessment & Transformation Roadmap Leadership

• Conduct deep-dive current-state assessments, capturing processes, data flows, and tech stacks.
• Elicit client goals, pain points, and success measures through interviews, workshops, and data analysis.
• Quantify value pools and create phased roadmaps that align technology, people, and process initiatives.

1. Cross-Functional Collaboration

• Coordinate seamlessly with Operations, Analytics, IT, Training, QA, and Change-Management teams to ensure integrated delivery.
• Translate domain-specific concerns into a shared execution plan that keeps all stakeholders aligned and accountable.

1. SaaS & AI Implementation Leadership

• Translate business requirements into technical configurations and workflow designs for platforms such as NICE CXone, Genesys Cloud, Twilio Flex, SuccessKPI, and related AI modules.
• Manage end-to-end implementation plans (requirements, configuration, testing, go-live, hyper-care) and oversee integrations & data migrations.

1. Data-Driven Insight Generation

• Analyze operational and customer metrics (AHT, CSAT, NPS, FCR, occupancy) to size opportunities and track post-implementation value realization.
• Develop concise, executive-ready storylines that connect insights to tangible business outcomes.

1. Project & Stakeholder Management

• Serve as day-to-day point of contact for client sponsors and steering committees.
• Proactively surface risks, manage issues and dependencies, and maintain delivery momentum.

1. Change Enablement

• Partner with dedicated Training and Communications teams to shape content and rollout plans—ensuring timely adoption without directly authoring materials.
• Define success metrics and monitor adoption to confirm ROI.

Skills & Qualifications:

• Critical thinking & structured problem-solving—demonstrated ability to bring order to ambiguity and create action from complexity.
• Call-center operations expertise—minimum 3–5 years hands-on experience within contact-center environments (e.g., operations leadership, workforce management, performance analytics) with deep knowledge of core KPIs and day-to-day processes.
• Executive storytelling & communication—expert at distilling technical findings into crisp narratives that drive decisions at C‑suite level.
• 3–5 years guiding digital CX or SaaS technology transformations for contact centers or other customer-facing operations.
• Hands-on experience translating business needs into technical configurations and workflow designs.
• Commercial & financial acumen—proven skill in sizing value pools, building ROI models, and contributing to SOW/pricing for transformation engagements.
• Strong quantitative analysis: advanced Excel/Google Sheets; working knowledge of SQL or BI tools (Power BI preferred).
• Consulting or client-facing project experience within customer-experience, contact-center, or digital-service environments.

Preferred:

• Lean Six Sigma Green Belt (or higher) or equivalent continuous‑improvement credential.
• Formal project-management or change-management credential (PMP, Scrum, Prosci/ADKAR).
• Familiarity with AI/ML concepts (LLMs, intent detection, speech analytics) and their practical CX applications.
• Experience working in agile or hybrid delivery models.

• Impact – Lead high-visibility programs that redefine how global brands serve millions of customers.
• Innovation – Work hands-on with cutting-edge CX technologies—including generative AI, large-language-model agent assist, and autonomous quality monitoring—and shape how they deliver value in live production.
• Growth – Access world-class training, mentorship, and a transparent path to roles such as Transformation Consultant or Engagement Lead.
• Flexibility – Remote-first culture with periodic client travel (~25%) and modern collaboration tools.
• Culture – Join a diverse, collaborative team that values initiative, candor, and continuous learning

Conduent is an Equal Opportunity Employer and welcomes candidates from all backgrounds who can help us create transformative outcomes for our clients and their customers.