Senior Analyst – Client Engagement Process Optimization
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Job Description
Process Optimization Analyst at Kraken supporting improvements in client engagement operations. Utilizing process mining and data analysis to enhance workflows and client satisfaction.
Responsibilities:
- Provide process mining support to CE Ops teams - helping them understand their workflows through Celonis analysis, identify improvement opportunities, and measure change impact.
- Build and maintain process models for critical operational flows: ticket routing, client intake, escalation paths, and resolution workflows.
- Run conformance checks to identify deviations between designed processes and actual execution, quantifying the gap.
- Develop dashboards and visualizations that surface bottlenecks, rework loops, and throughput issues in real time.
- Conduct root cause analysis on process inefficiencies, applying the 80/20 principle to focus on the highest-impact findings.
- Connect Celonis to key data sources and build reliable event logs to expand process mining coverage across CE.
- Deliver regular process health reports with clear, data-backed recommendations for improvement.
- Take identified process improvement opportunities from analysis to implementation - designing, documenting, and rolling out to-be flows across Client Engagement.
- Work with operational teams to validate to-be process designs, manage change, and ensure successful adoption.
- Quantify expected vs. actual impact of implemented changes using process mining baselines and post-implementation monitoring.
- Iterate on implemented flows based on conformance data and frontline feedback, driving continuous refinement.
- Maintain and update process documentation as workflows evolve through implementation cycles.
- Use process mining data to identify and prioritize automation candidates - surfacing the workflows where automation will have the highest impact.
- Support the Process Optimization Specialist in scoping automation use cases by providing process data, volumetrics, and baseline measurements.
- Help define acceptance criteria and success metrics for automation initiatives based on process mining baselines.
- Monitor post-implementation process performance to validate that automations deliver expected results.
- Contribute to AI and automation pilots by providing process readiness assessments and data-driven feedback.
- Act as the process mining resource for CE Ops teams - helping them understand their workflows, identify inefficiencies, and build cases for change.
- Present process mining findings to stakeholders in clear, non-technical language with actionable recommendations.
- Contribute to the team's automation backlog by surfacing data-backed improvement opportunities.
- Support cross-functional alignment by providing the analytical foundation for prioritization and trade-off discussions.
Requirements:
- 2+ years in process analysis, process optimization, business analysis, or operational excellence - preferably in fintech, crypto, or high-volume customer operations.
- Hands-on experience with Celonis or equivalent process mining tools (Signavio, Minit, UiPath Process Mining) - able to build process models, dashboards, and conformance checks.
- Strong data analysis skills: comfortable with SQL, data extraction, and working with event logs from multiple source systems.
- Ability to translate data findings into clear business recommendations - comfortable presenting to both technical and non-technical audiences.
- Understanding of process optimization methodologies and frameworks (Lean, Six Sigma concepts, or similar).
- Analytical mindset with attention to detail and a bias for action over perfection.
- Familiarity with BI/visualization tools (Looker, Mixpanel, Tableau, or similar).
Benefits:
- Kraken culture and values
- Remote work across 70+ countries
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