National Express Jobs

Job Information

National Express Operations Improvement Analyst in Lisle, Illinois


National Express LLC (NELLC) is the North American subsidiary of National Express Group, PLC, one of the premier transportation firms in the United Kingdom. We operate across 34 states and three provinces. All organizations share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. National Express School (NEXS) operates more than 22,500 school buses, serves more than 550 school districts in 31 states and three provinces, and transports more than 1.3 million students on a daily basis. National Express Transit (NEXT) operations transport more than 22 million passengers annually with more than 2,800 vehicles. National Express Shuttle (WeDriveU) serves more than nine million corporate and university passengers annually. NELLC’s corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 290 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at

The Operations Improvement Analyst will implement process improvement initiatives and embed a culture of continuous improvement. This position is responsible for providing operational support to our field locations while serving as the critical liaison between the Customer Service Center (CSC) operations and corporate teams. This position will partner with management in an assigned geographical region(s) by reviewing operational process compliance, monitor performance metrics and system efficiencies. The role will be responsible for implementing performance excellence programs and drive continuous improvement action plans to improve overall compliance to standard operating procedures and operational efficiency.


  • Drives operational improvement programs to reduce costs, and improve quality, and service levels.

  • Responsible for reviewing current processes and identifying and capturing opportunities to improve operational efficiency; including tracking barriers to performance efficiency, improving data integrity and developing improvement plans.

  • Supports field operations through issue resolution and guidance.

  • Collaborate with various cross functional teams (IT, Finance, Payroll, HR, Legal) to resolve issues and implement solutions.

  • Project management of initiatives within Operational Improvement organization as needed.

  • Develop and implement tools to drive operational efficiency and quality improvements.

  • Assists in the creation of training material for tools and processes.

  • Trains location staff and leadership team on tools that drive operational efficiency and quality improvements.

  • Changing behaviors through continuous improvement coaching.

  • Assist in maintaining the company’s standard operating procedures, and to support their sustainable implementation.

  • Partners with operational and corporate leaders to ensure successful implementation of process improvement initiatives

  • Support the maximization and effective use of existing systems and reports


  • Bachelor’s Degree is required in a business or process improvement discipline; advanced degree preferred.

  • 2 - 4 years of experience with increasing levels of responsibility.

  • Able to handle multiple, complex priorities and balance the needs of each according to business impact.

  • Strong business and technical skills in operational improvement.

  • Knowledge and expertise in developing communication plans and strategies to facilitate the rollout of goals and action plans to achieve them.

  • Systemic problem solver, implementing solutions to solve root cause problems. Creates an environment that encourages and rewards teamwork and collaboration.

  • Set clear expectations, track and communicates results.

  • Strong written, oral, communications and facilitation skills.

  • Convey information in understandable terms at all levels of the organization and through proper channels.

  • Creative and change-oriented continuous improvement process skills.

  • Assertive, energetic, and a self-starter. Able to work with little supervision or in team environment.

  • Must be proficient in Microsoft Word, Excel, and PowerPoint

  • Ability to travel > 30%.

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Job: Operations Corporate

Primary Location: United States-Illinois-Lisle-US Headoffice

Work Locations US Headoffice (1002_US Headoffice)2601 Navistar DriveLisle, 60532

Organization United States Bus

Schedule Full-time

Employee Status Regular

Job Level Individual Contributor

Job Shift Day Job

Travel Yes, 25 % of the Time

Req ID: 214277