Process Improvement Analyst

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.

What you'll do during a typical day:

• 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

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

It would be useful if you have:

• 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.

Hilton offers its eligible team members a comprehensive 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