Process Analyst

• Education

Bachelor's degree in Business Administration / Engineering

• Experience

Process analysis and improvement:

Solid knowledge in process analysis and improvement (Lean, continuous improvement, BPM, or similar methodologies).

• Ability to understand complex processes and simplify them.
• Experience in process mapping and customer journeys.
• Data analysis:

Ability to analyze process and customer experience data.

• Advanced level knowledge of Excel / Google Sheets.
• Basic-intermediate experience in BI tools (Power BI, Tableau, or similar).
• Ability to perform simple statistical analysis (trends, correlations, segmentations).
• Important: a data scientist profile is not expected, but rather a person who is comfortable working with data.

Critical thinking and customer orientation:

• Strong customer and user experience orientation.
• Ability to identify root causes (root cause analysis).
• Analytical and structured mindset.
• Ability to transform data into actionable insights.

Communication and collaboration

• Ability to work with multidisciplinary teams.
• Skill to explain processes and analysis in a clear and simple way.
• Ability to influence without the need for hierarchy.
• Good documentation skills.
• Customer orientation
• Ability to adapt
• Ability to collaborate and work in a team
• Creativity and innovation / problem-solving ability
• Analytical skills
• Ability to manage a project

English

At Arval, our mission is to improve people's lives by offering mobility services adapted to our customers' needs, with a clear focus on sustainable mobility. We offer a wide range of innovative solutions and provide personalized service to our customers, from large corporations to individuals. With over 30 years of experience, a presence in thirty countries, and a fleet of over 1.5 million financed vehicles, we are leaders in our sector

Join the Processes & CX team with the objective of analyzing, improving, and optimizing company processes, putting the customer at the center and using data as the basis for decision-making.

Be responsible for mapping customer journeys, identifying friction and opportunities for improvement at different customer touchpoints, designing optimization proposals, supporting the definition of the continuous improvement strategy, and collaborating with different teams within the organization for its implementation. Identify and design critical process KPIs and establish metrics to improve them.

• Design of AS IS and TO BE processes in each project/process, using Lean and Six Sigma methodologies.
• Analyze and document end-to-end processes, focusing on the customer experience throughout the entire contract lifecycle.
• Map and keep customer journeys (AS-IS / TO-BE) up to date, identifying friction points, inefficiencies, and opportunities for improvement.
• Ability to analyze existing processes and design improvement proposals, as well as design new processes. Identify and design critical process KPIs and establish metrics to improve them. It is very important to know how to define and state which KPIs are relevant for process improvement.
• Identify improvement opportunities based on operational data, customer feedback, and experience metrics.
• Develop improvement proposals and action plans, including the definition of impact, effort, and prioritization.
• Perform process data analysis (times, volumes, recurrence, incidents, complaints, etc.).
• Support the definition of continuous improvement strategies based on quantitative and qualitative insights.
• Collaborate with Operations, Customer Experience, IT, and Product teams to implement improvements.
• Define and monitor process and customer experience KPIs.
• Prepare clear documentation, presentations, and reports for different levels of the organization.
• Participate in process automation and optimization initiatives.