Brazil•Vietnam•Philippines•Chile•Costa Rica•El Salvador•Paraguay•Argentina•Uruguay•Malaysia
Remote
Senior
Full Time
4 days ago
process miningprocess optimizationbusiness analysisclient engagementcryptoremote
Requirements
- •2+ years in process analysis, process optimization, business analysis, or operational excellence - preferably in fintech, crypto, or high-volume customer operations.
- •Hands-on experience with Celonis or equivalent process mining tools (Signavio, Minit, UiPath Process Mining) - able to build process models, dashboards, and conformance checks.
- •Strong data analysis skills: comfortable with SQL, data extraction, and working with event logs from multiple source systems.
- •Ability to translate data findings into clear business recommendations - comfortable presenting to both technical and non-technical audiences.
- •Understanding of process optimization methodologies and frameworks (Lean, Six Sigma concepts, or similar).
- •Analytical mindset with attention to detail and a bias for action over perfection.
- •Familiarity with BI/visualization tools (Looker, Mixpanel, Tableau, or similar).
What You'll Do
- •Provide process mining support to CE Ops teams - helping them understand their workflows through Celonis analysis, identify improvement opportunities, and measure change impact.
- •Build and maintain process models for critical operational flows: ticket routing, client intake, escalation paths, and resolution workflows.
- •Run conformance checks to identify deviations between designed processes and actual execution, quantifying the gap.
- •Develop dashboards and visualizations that surface bottlenecks, rework loops, and throughput issues in real time.
- •Conduct root cause analysis on process inefficiencies, applying the 80/20 principle to focus on the highest-impact findings.
- •Connect Celonis to key data sources and build reliable event logs to expand process mining coverage across CE.
- •Deliver regular process health reports with clear, data-backed recommendations for improvement.
- •Take identified process improvement opportunities from analysis to implementation - designing, documenting, and rolling out to-be flows across Client Engagement.
- •Work with operational teams to validate to-be process designs, manage change, and ensure successful adoption.
- •Quantify expected vs. actual impact of implemented changes using process mining baselines and post-implementation monitoring.
- •Iterate on implemented flows based on conformance data and frontline feedback, driving continuous refinement.
- •Maintain and update process documentation as workflows evolve through implementation cycles.
- •Use process mining data to identify and prioritize automation candidates - surfacing the workflows where automation will have the highest impact.
- •Support the Process Optimization Specialist in scoping automation use cases by providing process data, volumetrics, and baseline measurements.
- •Help define acceptance criteria and success metrics for automation initiatives based on process mining baselines.
- •Monitor post-implementation process performance to validate that automations deliver expected results.
- •Contribute to AI and automation pilots by providing process readiness assessments and data-driven feedback.
- •Act as the process mining resource for CE Ops teams - helping them understand their workflows, identify inefficiencies, and build cases for change.
- •Present process mining findings to stakeholders in clear, non-technical language with actionable recommendations.
- •Contribute to the team's automation backlog by surfacing data-backed improvement opportunities.
- •Support cross-functional alignment by providing the analytical foundation for prioritization and trade-off discussions.
Nice to Have
- •Basic understanding of AI/ML applications in operations: chatbots, intelligent routing, automated classification.
- •Experience with automation tools or platforms (Zapier, n8n, Make, or similar).
- •Familiarity with Zendesk, Salesforce Service Cloud, or similar CX platforms.
- •Basic Python/scripting skills for data manipulation and analysis.
- •Lean Six Sigma certification (Yellow or Green Belt).
- •Background in crypto/digital assets operations or compliance-adjacent workflows.
About Kraken
Kraken is a cryptocurrency exchange platform that provides parachain auctions, staking, and index services.
San Francisco, CA
1000 - 5000
Finance