Lead Continuous Improvement Engineer

Job Posting Title:

Lead Continuous Improvement Engineer

Req ID:

10121188

Job Description:

Lead Continuous Improvement Engineer

The Continuous Improvement Architect is responsible for supporting TWDC Enterprise Services and Platforms in driving customer success.  With a strong foundation in process improvement, product management, and data strategy, this role requires an exceptional ability to tell compelling stories that communicate the "why" behind transformation efforts, building buy-in, and fostering a sense of shared purpose.

As part of the Continuous Improvement team, they will develop deep expertise in Lean Six Sigma strategies and deliver measurable impact for the Services and Platform organization within Enterprise Technology.  This includes ensuring consistent and accurate metrics and Service Level Agreements (SLAs) for all platforms, aligned with industry standards.

Responsibilities

Process Improvement and Innovation

• Leverage frameworks like Lean Six Sigma to collaborate and facilitate with stakeholders to identify opportunities for improvement.
• Define and implement Objectives and Key Results (OKRs) and key performance indicators (KPIs) to measure and report the effectiveness of Services and Platforms to our Segment Customers.
• Identify strengths and areas for process improvement, establishing links between business strategies and improvement initiatives.
• Drives and impacts the achievement of customer, operational, and product/service objectives.
• Interprets internal/external business challenges and recommends best practices to improve products/services.
• Solves unique and complex problems with broad impact on the business and requires conceptual and innovative thinking to develop solutions.
• Communicates complex ideas and anticipates potential objections and persuades others to adopt a different point of view.
• Drives the creation of modeling business processes using a variety of tools and techniques.
• Lead and serve as a mentor and coach to team and provide knowledge and expertise throughout the design, improvement, development, and operationalizing of processes.
• Lead and facilitate creative problem solving Lean Six Sigma Workshops to drive dialogue to solve for complex problems with 20-30 participants using Lean Tools and Methodologies.
• Perform root cause analysis and assist in creating recommendations for improvement.
• Meet with business and technical leaders to identify and scope opportunities, outline potential value and ROI, and identify risks and constraints.
• Drive design, build, development, implementation, and operational stages of process improvements
• Lead and facilitate discussions with a wide variety of stakeholders from executives, architects, engineers, and developers while building technical and policy requirements throughout.
• Solves complex problems; takes a broad perspective to identify innovative solutions.
• Works collaboratively with team members
• Capture the tactical and strategic business goals that provide traceability through the organization and map them to metrics that provide ongoing governance capability.
• Evaluate existing processes using interviews, workshops, document analysis, surveys, Kaizen Events, user scenarios, process maps, task and workflow analysis.

Technical

• Develop and implement data strategies to help Services and Portfolio make data-driven decisions that drive customer satisfaction.

• Extract and interpret data by identifying trends, outliers, and other key metrics that will translate to ensuring customer satisfaction.
• Translate complex data into clear recommendations for executives and work with data analyst and engineers to develop solutions.
• Develop real-time analytics dashboards: Create clear, interactive reports using Tableau, Power BI, or similar tools to track key performance indicators (KPIs).
• Determine data relationships and identify data dependencies.
• Develop OKRs and KPIs and assist in determining what should be measured and how.
• Analyze data for trends and recommend possible improvements/solutions.
• Monitor product performance: Conduct benchmarking research to understand voice of the customer, determine product improvements using data, and identify opportunities for improvement.

Qualifications:

• 7+ years of improving and driving efficiencies in organizations
• Lean Six Sigma Certification (Black Belt Preferred, minimum Yellow Belt required)
• Experience in systems and data (i.e. ServiceNow, SAP, Power BI, Tableau, Snowflake, etc.)
• Experience in AI tools such as Microsoft Co-Pilot
• Deep skills in designing, ana