Sr Analyst, Business Process

Welcome to Warner Bros. Discovery the stuff dreams are made of.

Who We Are

When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life the creators bringing them to your living rooms and the dreamers creating whats next

From brilliant creatives to technology trailblazers across the globe WBD offers career defining opportunities thoughtfully curated benefits and the tools to explore and grow into your best selves. Here you are supported here you are celebrated here you can thrive.

Who We Are

When we say the stuff dreams are made of were not just referring to our worlds of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life the creators bringing them to your living rooms and the dreamers creating whats next

Join a global Customer Experience team thats reimagining how we support fans across the around the world. Based in our vibrant Mexico City hub this role is your opportunity to make a real impact helping customers enjoy every moment across our various platforms and products with support thats fast thoughtful and human. If youre passionate about solving problems continuously improving experiences and being part of something bigger wed love to meet you.

The Job

The Sr. Business Process Analyst is a key member of the Global Customer Experience (CX) Strategy & Ops team. They will deliver a relentless focus on ensuring our global and regional support processes including legal and compliance requirements align with business objectives and remain current. They will strengthen our ways of working to ensure all WBD customers receive exceptional support.

The successful candidate will work cross-functionally to support the Senior Strategy & Policy Analyst and global CX leads to manage our process and policy document repository identify improvement opportunities and implement them.

Work Schedule:

Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule.

• Mon Fri 8-5p CST

Language Requirement:

• The ability to speak read and write fluently in English
• The ability to speak read and write fluently in Spanish is a plus

Primary Responsibilities:

• Partner cross-regionally/functionally to maintain and ensure CX process and policy records remain current and are continuously improved based on the latest regional and local regulations observations and feedback
• Ensure all customer-facing processes and policies align with business team and local regulations while optimizing for efficiency and the support experience
• Partner with team leads and stakeholders to identify gaps and/or improvement opportunities
• Build and present comprehensive project briefs to raise potential initiatives and expected impact to key CX stakeholders to gain buy-in
• Lead the change-control process implementation and communications plan to ensure awareness and escalation plan/channels
• Post implementation monitor and measure day 2 and beyond performance to ensure expected observations are met and to identify additional opportunities to further refine workflows
• Monitor a slate of projects based on level of effort business impact priority and general feasibility while keeping stakeholders and leadership informed on near and long term roadmaps through digital and meeting based ceremonies
• Share observations with CX Leadership regarding local team dynamics and day-to-day operations to help inform leadership decisions and support team alignment

Skills and Competencies:

• Strong understanding of how process changes impact operations at various altitudes
• Strong skills in Process Mapping Technical Writing Business Process Reengineering and Project Management
• Strong analytical skills with a demonstrated ability to analyse business/CX processes and workflows to understand where improvement is needed and how to track improvements
• Ability to facilitate workshops and focus groups comprised of cross-functional participants at different seniority levels

• Experience and comfortable developing & presenting business requirements to senior leaders

• Great communicator able to present technical data to non-technical stakeholders
• Detailed oriented in monitoring measuring and providing feedback on process performance
• Ability to manage multiple projects simultaneously and maintain a project backlog
• Works well under pressure to meet deadline driven efforts
• Adept at leading through influence or when lacking authority
• 5 years experience in a Process/Policy Optimization or related role preferably within the CX industry
• Project Management experience a plus
• Awareness of CX and business culture expectations with the ability to recognize how they translate into local team dynamics

Day-to-day activities include:

• Review established process and procedures by reviewing existing documentation interviewing involved parties and soliciting for information to identify opportunities to simplify align and/or improve efforts.
• Maintain knowledge of upcoming product changes launches premiers team and organizational changes to quantify impact to the current state and predict future process and policy changes to best accommodate planned changes and updates

• Document and organize process and policy information
• Work cross-functionally and with CX Leadership to develop and present improvement opportunities

• Assist with implementing process and policy changes
• Monitor new process and policy performance to ensure goals are met and/or if additional changes or enhancements are needed

• Continuously collate feedback on process performance via recurring ceremonies and data forms.

• Continuously advise project backlog and adjust priorities as needed
• Observe general team behaviors and performance trends sharing observations and feedback with CX Leadership to support coaching alignment and continuous improvement
• Note general team dynamics and operational trends surfacing observations to CX Leadership as needed

How We Get Things Done

This last bit is probably the most important! Here at WBD our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process please visit our accessibility page for instructions to submit your request.