About this role
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 reworkDevelop current‑state and future‑state process maps, including multiple swim lanes maps, SIPOCs, RACIs, and SOPsPerform root cause analysis using structured methodologies and facilitate brainstorming sessions with Subject Matter Experts (SMEs) using data and evidenceRecommend improvements across operating model changes, control simplification, technology, automation, or digital enablementEnsure solutions are practical, scalable, and aligned to business objectivesData Analysis and Problem Solving:
Collect and analyze existing process data to identify trends and root causesQuantify improvement opportunities and expected benefitsDefine process KPIs and measurement approaches to track resultsApply structured problem‑solving methodologies such as Lean, Six Sigma, DMAICPerform capacity, throughput, and cycle‑time analysisDocumentation and Controls:
Create and maintain process documentation, SOPs, and work instructions to support change enable adoption, control, and scalabilityEnsure processes comply with quality, regulatory, and safety standardsSupport audits and continuous compliance activitiesStakeholder Engagement:
Work across functions to understand how work is performed by front line team members, leads, supervisors and managersLead workstreams and facilitate work sessions to capture process detailsPartner with Operations, Product, Engineering, and Technology teams to implement changesChange and Continuous Improvement:
Lead or participate in continuous improvement initiatives and workshopSupport change management activities, including piloting, training and adoptionSupport implementation, post‑implementation performance and sustain gainsThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Education:
Bachelor’s degree in business, Engineering, Operations, or a related field - requiredExperience leading process improvement initiatives - requiredLean Six Sigma Yellow or Green Belt certified - requiredAdvanced degree (Master’s) - preferredExperience:
Typically, 5 or more years of experience in:Management consulting or internal consultingProcess improvement or operational excellenceExperience working across multiple functions or business unitsDemonstrated analytical and execution depthCore Skills:
Fluent in English (spoken and written)Ability to work across different time zones (Asia Pacific and US)Strong analytical and critical‑thinking skillsAbility to document processes clearly and objectivelyExperienced working with data and metrics (Excel, BI tools, Tableau)Strong facilitation and stakeholder communication skillsAttention to detail and process disciplineDemonstrated experience with Lean, Six Sigma, or continuous improvement frameworksAbility to frame complex problems into clear, logical narratives and develop clear executive summaries with findings and recommendationsExperience partnering with technology teams on automation or workflow initiatives such as RPA and Agentic AIAbility to work with incomplete or imperfect data and triangulate insights using multiple sources 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.