Lead Business Analyst, Process Excellence

Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... The Lead Business Analyst on the Process Excellence team plays a critical role in identifying, designing, and optimizing operational processes that enable frontline agents to deliver seamless customer experiences. This role reports directly to the Manager of Process Excellence and is responsible for driving strategic initiatives that improve agent workflows, reduce service breaks, and enhance overall contact center performance. Success is measured through key performance indicators such as SLA adherence, Cost per Resolution (CpR), Customer Effort Score (CES), and Agent Quality Score. A key focus of the role is to maximize the impact of process improvements by leveraging data, automation, and cross-functional collaboration. The Lead Business Analyst partners closely with teams such as Training, Quality, Escalations, Workforce Management, and Technology Partner Management to identify inefficiencies, define requirements, and implement scalable solutions that support business growth and customer satisfaction. Day to day, you’ll… • Lead process improvement initiatives across contact center operations, focusing on agent workflows, SOPs, and support tools. • Analyze performance metrics to identify trends, gaps, and opportunities for operational enhancement. • Facilitate stakeholder sessions to gather requirements and define process and system needs. • Develop and maintain process documentation, including process maps, SOPs, and knowledge articles. • Support automation and intelligent process design efforts, including RPA and Salesforce integrations. • Collaborate cross-functionally to align process priorities with service standards and business goals. • Present findings and recommendations to senior leadership to inform strategic planning. • Mentor junior analysts and contribute to the development of team playbooks and best practices. • Ensure process changes are implemented effectively and measured for impact. • Stay current on industry trends and integrate best practices into process design and optimization. What you'll bring to the team... • Bachelor’s degree in Business Administration, Operations, or a related field — or equivalent professional experience. • 5+ years of experience in business analysis, preferably in a contact center or customer care environment. • Strong analytical skills with proven ability to interpret data and generate actionable insights. • Experience with performance metrics such as SLA, CpR, CES, and Agent Quality Score. • Proficiency in data analysis tools (Excel, Power BI) and process modeling software. • Experience with Salesforce, RPA tools, and knowledge management platforms. • Strategic mindset with a commitment to continuous improvement and innovation. • Exceptional communication and stakeholder engagement skills. • Proven ability to manage competing priorities and drive results in a fast-paced environment. • Strong influencing skills, including the ability to lead through collaboration and without direct authority. • Experience mentoring team members and contributing to a culture of excellence. Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range $101,200.00 - $161,900.00/Yr. Apply tot his job