At DHL Express, our purpose is “Connecting people, improving lives.” We are the most international company in the world—the big yellow machine, as we love to call it. Specifically in our Central and South America region, we cover 15 countries, from Tikal National Park in Guatemala all the way to Ushuaia in Tierra del Fuego, Argentina.

We are more than 3,400 Certified International Specialists who work passionately and motivated AS ONE team, moving over 10 million shipments per year and exceeding our customers’ expectations while supporting their businesses and positively impacting our communities at the same time.

We are the #1 Great Place to Work in Latin America, and we are very proud of that.

And we have great news! … We are looking for a Superstar like you—someone who is customer‑focused and wants to have the Best Day, Every Day.

General Purpose of the Role:

Act as a senior-level advisor and subject matter expert in business process analysis, leading the design and continuous improvement of high-impact, complex processes across functions. The Specialist Business Analyst is responsible for driving operational excellence and enabling automation and outsourcing initiatives (RPA/BPO), ensuring alignment with business objectives and technological capabilities.

Main Responsibilities of the Position:

• Lead complex end-to-end process assessments, including current state analysis, gap identification, and future state design.
• Facilitate workshops with senior stakeholders to gather business requirements and translate them into functional specifications.
• Develop high-quality documentation such as Business Requirements Documents (BRD), Process Design Documents (PDD), and Solution Design Documents (SDD).
• Assisting Product Owners by facilitating, prioritizing, and refining user stories.
• Identifying project risks and dependencies early.
• Identify and assess automation and outsourcing opportunities to support digital transformation roadmaps.
• Collaborate with RPA developers, BPO providers, and IT teams to ensure technical feasibility and alignment with business goals.
• Serve as a key point of contact for escalating business process issues or requirements.
• Conduct ROI analyses and develop business cases for automation/BPO solutions.
• Monitor and analyze process performance using KPIs, identifying trends and recommending improvements.
• Ensure compliance with internal controls, governance frameworks, and external regulations.
• Mentor and support junior analysts, promoting best practices and knowledge sharing across the team.

Skills and Job Requirements:

Education:
Bachelor’s degree in Business Administration, Engineering, Information Systems, or related fields. A postgraduate degree or certification in process management, project management (e.g., PMP, SCRUM, PRINCE 2.0), or business analysis (e.g., CBAP) is preferred.

Experience:

• 5+ years of experience in business process analysis, optimization, or transformation projects.
• Proven experience working in automation (RPA) or business process outsourcing (BPO) environments.
• Experience leading cross-functional initiatives and influencing senior stakeholders.

Key Skills:

• Advanced process modeling and documentation (BPMN, SIPOC, value stream mapping).
• Experience with business process modeling and visualization tools. (e.g., Visio, Lucidchart, bizagi, Signavio).
• Knowledge in project management tools like Jira, Monday, etc. (Nice to Have)
• Solid knowledge of RPA platforms (UiPath, Blue Prism, Automation Anywhere). (Nice to Have)
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent communication skills, capable of interacting with technical and non-technical audiences.
• Experience managing multiple priorities and large-scale transformation projects.
• Strong facilitation and stakeholder management abilities.
• Proficiency in Agile frameworks (Scrum, Kanban) and the ability to work in iterative, cross-functional teams
• Fluent in English and Spanish.

Customer-Focused Competencies:

• Deep understanding of business needs and customer expectations.
• Ability to design scalable, customer-centric solutions that improve user experience.
• Promote customer engagement through collaborative process design.

Team and Collaboration Competencies:

• Act as a mentor and subject matter expert within cross-functional teams.
• Lead knowledge transfer initiatives and drive standardization of business analysis practices.
• Foster a collaborative and inclusive environment focused on high performance and innovation.

Key Relationships:

• Collaborate with business leaders, product owners, solution architects, and external vendors.
• Maintain strong relationships with internal stakeholders across operations, finance, IT, and compliance.
• Engage with governance bodies to ensure alignment with strategic priorities.