Digital Transformation Process Analyst

Description

Job Summary: We are seeking an analytical, structured, and continuous-improvement-oriented Digital Transformation Process Analyst to drive operational efficiency and excellence across our digital processes. Key Highlights: 1. Design and optimize end-to-end digital processes 2. Drive data-driven continuous improvement 3. Integrate automation initiatives (RPA, APIs, AI) Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you! We are champions of positive transformation. We believe in innovation, adaptation, and prioritizing our customers at the core of all our actions. Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas. This is your opportunity, come and be part of Sangre Tigo! **Apply right now!** Digital Transformation Process Analyst **We are looking for our next Digital Transformation Process Analyst** At **Tigo El Salvador**, we seek an analytical, structured, and continuous-improvement-oriented individual to drive operational efficiency and excellence across our digital processes. If you are passionate about designing and optimizing processes, working with data, and making a direct impact on customer experience, this position is for you! **Primary Purpose** This role is critical to ensuring the design, standardization, and continuous improvement of end-to-end digital processes (App, Web, IVR, WhatsApp, and associated Backoffice), guaranteeing alignment with business standards, policies, and objectives. Your mission will be to ensure operational efficiency, reduction of rework, and a consistent, measurable, and scalable digital experience—directly supporting various units and channels. **Key Responsibilities** * Define and safeguard the digital process framework (standards, RACI, policies, controls, and KPIs), ensuring adoption across all involved areas. * Design and redesign priority end-to-end digital journeys (sales, support, retention), eliminating waste (Lean) and bottlenecks (TOC). * Drive data-driven continuous improvement by establishing baselines and performance metrics (Digital FCR, IVR/BOT Containment, Digital CES/NPS, CPK, rework). * Ensure change control and compliance for digital processes, following approval workflows, testing, and documentation. * Standardize and scale operations through SOPs, checklists, and clear operational definitions (entry/exit criteria, definition of “done”). * Orchestrate process incident management, leading root cause analysis and closure of audit findings. * Integrate automation initiatives (RPA, APIs, AI) to reduce manual tasks and cost-to-serve. * Incorporate Voice of Customer into process redesign based on complaints, callbacks, and NPS verbatim. **Requirements** * Graduate in Industrial Engineering, Business Administration, or related fields * 1–2 years of experience in similar roles * Advanced Excel knowledge (mandatory); SQL knowledge (desirable) **Do you want to join the team driving digital transformation at Tigo?** Apply now and contribute to building more efficient, simplified, and customer-centric digital processes. \#TigoElSalvador \#SangreTigo \#DigitalProcess Our people are the soul of Tigo El Salvador. We employ more than 4,500 people directly and indirectly, which makes us proud of being a responsible company that contributes to the economic growth of the country. More than job opportunities, at Tigo we create professional development networks where our employees have no barriers to reach their full potential. Our Sangre Tigo culture is lived in every corner of our work centers, pushing us to be the best. Sangre Tigo moves us to work together with a purpose, to be innovative, agile and disciplined, to guide our actions by our integrity, to place our clients at the center of everything we do, to be engines of positive change, being always proud of our history. We promote the digital lifestyle and take full advantage of technology to facilitate the day\-to\-day life of our clients. Throughout the years, we have been acknowledged as one of the top workplaces in El Salvador and Central America. At Tigo, we are not just a great workplace; we are a community of amazing people to work with. We welcome you to join our team! Apply Now! *Millicom \| Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.*