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Director of Process Excellence

at LexisNexis (view profile)
Location Raleigh, North Carolina
Date Posted February 15, 2017
Job Type Full-time


The Director of Process Excellence is responsible for providing the planning and execution of the BLSS Continuous Improvement program to drive ongoing continuous improvement and exceptional customer experiences across the entire customer journey.  This role is responsible for developing Lean, Six Sigma, and other continuous improvement capabilities across the BLSS Organization. Through the collection and analysis of data from multiple sources including NPS (Net Promoter Score), internal team feedback and other direct customer feedback  the Director of Process Excellence will drive change using Lean and Six Sigma methodologies and provide process analysis, design and improvement services to the business. This position will be responsible for establishing a recommended approach and framework for building continuous improvement capabilities to enhance our customer experience across BLSS, as well as training, mentoring and coaching staff on these capabilities.

1. Collaborate with business unit leadership and staff to identify key strategic projects and act as a catalyst for data driven process improvements in accordance with Lean, Six Sigma standards
2. Work collaboratively across the organization to plan, secure buy-in and successfully execute projects to meet goals and support strategic priorities, delivering recommended improvements with supporting business rationale
3. Lead cross functional teams that gather information to evaluate current processes and identify improvement strategies.
4. Serve as a change agent within BLSS while maintaining keen awareness of and sensitivity to the strategic objectives of the company, alignment with other projects and initiatives, and both customer and employee implications
5. Anticipate bottlenecks, provide management escalation, project prioritization, make tradeoffs, balance the business needs versus technical constraints regarding Continuous Improvement projects
6. Communicate with employees at all levels of the organization regarding the current state of project progress and the overall continuous improvement & customer experience programs
7. Analyze and evaluate success of programs through various methods and continuously modify program and communication plans as necessary
8. Work with Operations leaders to develop project deployment strategy, goals, and priorities
9. Support the development of an approach and framework for building continuous improvement & customer experience capabilities across BLSS
10. Coach, mentor and assist in accreditation of individuals in Yellow, Green and Black Belt training
11. Provide leadership and direction to Program Managers & Black Belts in executing the Lean Six Sigma strategy for breakthrough levels of improvement in customer experience, process capability, quality and efficiency
12. Seek, share, and institutionalize best practices and promote industry standards and the use of the latest/most effective methodologies for cost measurement and productivity

1. Master Black Belt (Certified). Demonstrated success as a Master Black Belt
2. Minimum 7 years of experience in implementing Lean, Six Sigma and continuous improvement initiatives
3. Minimum 5 years leadership experience
4. Demonstrated experience in a leadership role of training and education of an organization on Lean, Six Sigma and continuous improvement capabilities
5. Strong analytic and project management experience leading large cross functional projects. PMI or other relevant professional certification preferred
6. Ability to work in a complex and matrixes environment, deliver quickly and adapt to changing demands
7. Excellent interpersonal, communication (both written and verbal), influencing and mentoring skills
8. Ability to cultivate strong collaborative working relationships and contacts within work group, across other company functions and with external organizations
9. Ability to interact effectively with all levels of the organization, including executive leadership
10. Ability to understand holistic vision and strategy for programs and take ownership to drive respective programs to successful completion by leveraging best practices and identifying gaps
12. Proven ability to influence others, drive meaningful change results and develop/execute formal change management programs
13. Recognized as a transformational leader who leads by example in all activities and shows passion for and pride in their projects and motivates others through contagious enthusiasm
14. Experience with change management techniques
15. High Level of technical skills including advanced MS Office and Visio skills
16. Knowledge of software industry and technology preferred
17. Experience with cash to order and/or customer support processes preferred


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