Nordstrom Sr. Analyst, Continuous Improvement in Centennial, Colorado

Nordstrom, Inc. is a leading fashion specialty retailer offering compelling clothing, shoes and accessories for men, women and children. Since 1901, we've been committed to providing our customers with the best possible service—and to improving it every day.

This commitment has taken us from a small Seattle shoe shop to the leading fashion specialty retailer we are today. We're proud to serve customers at 329 stores in 39 states and Canada. We also serve customers online in 96 countries through And our site, which operates in partnership with our private sale site HauteLook, gives customers in the U.S., Canada and Australia access to off-price fashion at considerable savings.

At Nordstrom, we like to keep things simple. We have one goal: Make customers feel good. Our Credit Division helps support that mission by developing long-lasting relationships with customers that have our Nordstrom Visa, Nordstrom Retail and Nordstrom Debit cards. Collectively, those credit products are held by over 5 million customers and represent over $10B in annual sales…and growing!

Nordstrom has been ranked as one of the “100 Best Companies to Work For” by FORTUNE Magazine for 10 years running. We hope you find that Nordstrom is a great place to build a career. You'll learn our business, earn a competitive salary and receive an awesome merchandise discount.

A day in the life…

We’re looking for individuals passionate about optimizing business results to help us grow our Continuous Improvement program within Nordstrom’s Customer Care Centers. As a member of the Continuous Improvement team, you will take a hands-on approach to defining and improving business and customer processes, partnering with Business Leaders throughout the organization to build a culture and infrastructure that enables Nordstrom Process Owners to manage and improve their processes.

  • Create measurable business improvement by partnering with Business Leaders, Process Owners, and Project Teams to identify strategically relevant opportunities and to convert those opportunities into successfully completed projects using Lean Six Sigma methods and tools.

  • Act as a change leader to increase process maturity throughout the organization, establishing a process management culture and facts-and-data mindset.

  • Proactively identify waste, defects, and key opportunities for improving business results, leveraging applicable methods and tools to design and implement viable solutions tailored to root causes.

  • Provide business intelligence and insight to inform company strategy on ways of improving customer experience, operational efficiency, performance management, and regulatory compliance.

  • Provide consultative support and advisement on strategy, roadmaps and operational performance, establishing persuasive business cases to support recommendations.

  • Initiate and execute Kaizen Events that create rapid insight and improvement.

  • Support Operations Reviews, facilitating development and ongoing prioritization of a Continuous Improvement project pipeline.

  • Partner with cross-functional teams to define, measure, analyze, design, prototype and verify measurements systems and analytics for managing and improving processes, including development of scorecards, dashboards, capacity modeling, demand and workflow analysis, performance management, and ongoing voice-of-the-customer assessments and analyses.

  • Drive establishment and refinement of metrics that give visibility into opportunities, insight into root cause and accountability for improvement.

  • Transform information and data into graphical displays and illustrations to communicate opportunities and findings to a broad audience.

  • Mine data sources for new information and metrics, implementing new data collection systems where existing information is limited and/or non-existent.

  • Gain subject matter expertise into customer and business processes, existing data sources, and technologies, documenting knowledge and information in flows, diagrams, maps, and dictionaries.

  • Find ways to improve team quality, productivity, documentation, prioritization and communication.

You own this if you have…

  • Bachelor’s and/or Master’s in business optimization (e.g., Industrial Engineer, Operations Research), engineering, scientific research or equivalent combination of education, training and/or experience.

  • Certified Lean Six Sigma professional or demonstrated evidence of equivalent aptitude, skills, and passion for Continuous Improvement.

  • Required experience driving process management and improvement within a call center environment.

  • Minimum of five years experience leading large, complex cross-functional projects involving process analysis and optimization.

  • Ability to mine data and apply statistical methods to solve business problems, including use of data analysis software, e.g., Minitab, SAS, SPSS.

  • Advanced proficiency in Excel, Visio and PowerPoint with preferred experience utilizing SharePoint and iGrafx.

  • Exceptional communication skills with strong ability to lead meetings and drive to productive outcomes.

  • Self-directed ability to proactively identify business needs and opportunities, overcome barriers, and formulate solutions with minimal supervision.

We’ve got you covered…

We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan and much more.

We are an equal opportunity employer committed to providing a diverse environment.

This job description is intended to describe the general nature of the work employees can expect within this particular job classification. It is certainly not a comprehensive inventory of all duties, responsibilities and qualifications required for this job.

Job: *Accounting/Finance/Audit

Title: Sr. Analyst, Continuous Improvement

Location: Colorado-Centennial

Requisition ID: 300873