Senior Business Process Analyst

Sr Business Process Analyst

OUC
- The Reliable One, is presently seeking a Sr Business Process Analyst to join the Customer Experience & Sales division. At OUC, we don't just work – we're building a bright future of innovation and transformation for future generations.

We are looking for a collaborative, adaptable professional who thrives in ambiguity and can bring structure to a fast-paced, evolving environment. This role partners across Customer Experience & Sales, working closely with Customer Service and other business units, to analyze processes, facilitate improvement initiatives, and lead projects that transform the way OUC serves our customers.

In this role, you will:

• Facilitate workshops and working sessions to evaluate processes, uncover gaps, and recommend improvements.
• Lead initiatives that drive process transformation, change management, and customer-focused enhancements.
• Perform root cause analysis and translate findings into actionable, measurable solutions.
• Collaborate with IT and business stakeholders to leverage automation and technology, including Customer Information Systems (CC&B, MDM) and customer-facing platforms.
• Document and optimize workflows using Visio and project management tools (e.g., MS Project, Wrike).
• Apply customer journey mapping to identify friction points and improve the customer experience.
• Build consensus and maintain diplomacy when navigating complex or unstructured situations with diverse stakeholders.
• Understand utility and energy concepts, interdepartmental dependencies, and contact center operations to ensure initiatives align with business needs.

OUC's mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.

The ideal candidate will have:

• Bachelor's degree in Business, Business Process Improvement, or related field of study from an accredited college or university; two (2) years of additional experience (as described below) may replace each year short of the education requirement
• Minimum of five (5) years of experience in the utility industry or corporate environment to include three (3) years of experience in customer service, billing, or business process improvement
• Demonstrated success in leading initiatives, re-engineering processes, and driving change at a corporate level.
• Strong collaboration and relationship-building skills, with the ability to work across functions and diplomatically influence stakeholders.
• Proficiency with Visio (or similar tools) and project management methodologies; experience using MS Project or Wrike preferred.
• Experience with CC&B, MDM, and other customer-facing or contact center technologies.
• Familiarity with customer journey mapping and change management principles.
• Lean Six Sigma or Six Sigma Green Belt certification (must be obtained within 18 months of hire).
• Project Management Professional (PMP) certification preferred.

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs;
  Paid Memberships in Professional Associations
• Access to workout facilities at each location
• Paid Conference and Training Opportunities
• Free downtown parking
• Hybrid work schedule

Salary Range: $92,000.00 to $ per year commensurate with experience.

Location:

The Greenest Building in Downtown
- Reliable Plaza, 100 W. Anderson St., Orlando, FL 32801