We are seeking a results-driven Industrial Engineer to analyze, design, and optimize client service processes in order to enhance client satisfaction, efficiency, and quality. This role will focus on mapping and evaluating existing workflows, designing improved future-state processes, and implementing data-driven strategies to streamline operations. The successful candidate will collaborate with cross-functional teams to ensure continuous improvement in alignment with organizational goals.
Key Responsibilities:
Analyzes client service workflows (including processes, systems, inputs, and client sentiment) to identify inefficiencies and improvement opportunities.
Create detailed process maps for existing (“as-is”) processes and develop optimized future state (“to-be”) process maps.
Leverage an archetype framework to recommend optimized client journeys across multiple support functions.
Develop and implement process enhancements to eliminate waste, improve service delivery, reduce response times, and increase customer satisfaction.
Leverage modern AI technologies in developing future forward solutions (including developing custom Visa proprietary capabilities).
Apply lean principles, Six Sigma methodologies, and other process improvement tools.
Monitor performance metrics, conduct root cause analyses, and recommend improvement actions.
Collaborate with IT, operations, and customer service teams to deploy technology-driven solutions.