L.L.Bean, Inc

  • Customer Satisfaction Process & Systems Analyst

    Job ID
  • Overview

    L.L.Bean has something for anyone who wants to build a successful career in a wide variety of positions from developing quality apparel and reliable outdoor equipment to providing legendary customer service in person or on the phone to the best customers a company could ask for.


    For over 100 years we have been making great products and helping generations of people enjoy the outdoors. Like our founder, L.L. Bean always said, being outside brings out the best in us. The outdoors is a common thread among our employees and there has never been a better time to join our team in one of our 51 Retail Stores in 20 States, at our Corporate Headquarters in Freeport or perhaps in one of our Customer Support Call Centers, Distribution Warehouses or in our Brunswick Manufacturing Facility.


    L.L.Bean is currently seeking a Customer Satisfaction Process & Systems Analyst who, in partnership with business customers, will deliver process and technology solutions through analysis and design in support of business processes or strategic goals.  The successful candidate will assist in research and fact-finding to develop or modify business processes and information systems. Additional duties include preparation of detailed specifications from which programs will be written, design of test debug documents and maintenance of assigned processes and systems. 


    Deliver information technology solutions through analysis and design in support of current business processes or strategic goals. Know operational and system processes used across the company in support of "serving customers".

    • Understand business requirements; working closely with appropriate business unit personnel.
    • Assist in testing security authorizations and profiles.
    • Work closely with IS analysts and developers to design and test applications services interfaces conversions reports and enhancements
    • Perform comprehensive testing documenting test results & prioritize urgency of fixes- Create clear and accurate documentation.
    • Coordinate timing of the implementation plan with business areas; provide support during implementation and test system in production to ensure quality standards are met.

    Become business process knowledge expert and take on responsibility for specific sub-processes and related solutions.

    • Partner across functional areas to drive process improvements and control plans to improve key business metrics
    • Develop and monitor business processes; review processes for improvement. Perform data gathering and analysis develop and maintain flowcharts and process diagrams. Recommend and implement improvements in processes and practices.
    • Identify and leverage best practices that drive consistency within CS functional teams
    • Work closely with the training team to develop end user training materials.

    Serve as CS Process & Systems Liaison for alignments with other areas of the company.

    • Build knowledge of the organization processes and customers. Collaborate across the functional areas to solve business problems and seek new opportunities.
    • Participate in project team work as required.


    Health and Safety Requirement

    Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures reporting unsafe conditions or at-risk behaviors to leadership and conducting work in a safe manner. Those in a leadership role are also expected to model safe behaviors evaluate risk and ensure that risks are reduced to acceptable levels.



    • BA/BS required
    • 3-5 years of relevant experience required
    • System/Programming experience and/or education
    • Experience with business process modelling system and workflow diagramming
    • Application Knowledge: MS Office (Excel, Word, Power Point, Visio, Access) SAP Experience w/ SQL queries
    • Knowledge of Web Technologies
    • Team Skills: Negotiation facilitation communication presentation & group dynamics.
    • Strategic global thinker
    • Communications skills (facilitation oral & written)
    • Presentation skills (oral & written)

    Each year Forbes Magazine compiles a list of which U.S. companies are the best at making employees feel happy and inspired. For the third year in a row, L.L.Bean made Forbes’ coveted list, the highest ranked in the clothing, shoes and sports equipment retailer category. This recognition began in 2015, being ranked as one of America’s Best Employers at #5. The following year in in 2016, we topped the list at #1. In 2017 L.L.Bean returned in the #15 slot on Forbes America’s Best Midsized Employers List.


    These awards were achieved in part due to the corporate culture and unique benefits we offer our employees, below is a partial list of what is offered to those who join L.L.Bean.

    •  An excellent total compensation package
    • 401(k) retirement savings plan with generous matching funds available upon hire
    • Comprehensive medical, dental and vision plans for employees, spouses and domestic partners, including dependents up to the age of 26
    • Pre-tax flexible spending accounts for qualified health care and dependent care costs.
    • Life and disability insurance for employees, spouses and domestic partners
    • Flexible PTO earned to cover vacation, personal and holiday hours
    • Ability to purchase additional PTO
    • Tuition reimbursement program
    • Outdoor experience days for qualified positions
    • Discounts on Outdoor Discovery School adventures
    • Access to the L.L.Bean Fitness facilities and access to health and wellness activity classes
    • Shop at the Employee Store and utilize the equipment loan program at the Employee Use Room
    • Access to L.L.Bean cabins and tent sites at Rangeley Lake through internal quarterly lottery 
    • For more details, please visit our website at llbeancareers.com and refer to the benefits section.

    We recognize the importance of diversity in creating a better world and a stronger organization. L.L.Bean is an equal opportunity employer.


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