Iana Continuous Improvement Analyst

Job Summary

The Continuous Improvement Analyst will support the IANA team's activities to continuously improve its operations and to maintain a high level of service. This role is responsible for evaluating business processes, customer feedback, and organizational assessments with the goal of identifying gaps and defining solutions for improvement. The analyst will support the implementation of programs that have continuing long-term performance benefits and quantifying the process improvement results.

Key Responsibilities & Duties:

• Evaluates IANA systems, tools and processes and recommends improvements that lead to efficiency.
• Provides Quality Assurance expertise to the team's improvement projects.
• Reviews and recommends improvements to operational processes in collaboration with subject matter experts across the IANA team.
• Supports operational excellence assessments by collecting, analyzing, and reporting on relevant data using the industry-recognized quality management framework.
• Analyzes and reports on IANA customer service survey results.
• Presents data-driven solutions to senior management.
• Other duties as assigned.
• Performs administrative tasks directly related to the job's responsibilities.

Required Knowledge, Skills, and Abilities (KSAs):

• Expert knowledge of Excel and/or similar software.
• Must have excellent communication skills including written and verbal fluency in English with multi-lingual skills preferred.
• Interest in ICANN’s mission.
• Experience with change management methodologies.
• Ability to use data analysis to influence, negotiate and communicate across all levels of the organization.
• Proficiency with quality management frameworks.
• Experience developing and analyzing customer experience surveys.
• Experience with data reporting and analytics.
• Task driven, strongly self-motivated and proactive.
• Basic knowledge of Project Management; Smartsheets experience is advantageous.
• Experience facilitating working sessions remotely and in person.
• Experience with customer service complaint resolution best practices.
• Ability to influence, negotiate and communicate across all levels of the organization.
• Curiosity to continue learning new analytical methods and tools.

Education and Experience Requirements:

• Bachelor's Degree Required.
• Experience with operational excellence frameworks (Baldridge, EFQM, Six Sigma).
• Minimum four (4) years of experience in Data analytics and Operational Quality Management roles in a customer service-driven environment.

Working Conditions & Physical Requirements:

• The employee may occasionally lift and/or move up to 25 pounds.
• Work is performed in a normal office environment with limited privacy and some exposure to background noise.
• While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit.
• The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Targeted Base Salary Low:

50,000

Targeted Base Salary High:

70,000