Sr. Analyst, GBS Process & Digital Transformation
Core
Driving strategic transformation initiatives, process standardization, and digital enablement to enable operational excellence and scalable business capabilities across the Global Customer Care organization.
Role type
Senior IC process transformation and digital enablement analyst
Builds
Future-state operating models, standardized processes, and digital solutions for Customer Care
Domain
Global Business Services (GBS) / Customer Care / Operational Excellence
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cross-functional transformation leadership, process redesign, business case development, project execution, Lean methodologies (Kaizen, Value Stream Mapping, Standard Work, DMAIC, A3, RCCM), stakeholder engagement, KPI and performance reporting, digital solution implementation
Preferred skills
PMP, Agile, Scrum, Prosci Change Management, Smartsheet
Technologies
Smartsheet
Responsibilities
Lead cross-functional transformation initiatives from opportunity identification through implementation; Design scalable future-state operating models; Identify opportunities to simplify, standardize, automate, and digitize business processes; Facilitate Lean methodologies and structured problem-solving activities; Partner with business leaders to drive adoption of new processes and operating models
Seniority
Senior, hands-on IC