Senior Analyst, Transformation – Customer Care
Core
Manage customer relationships, drive process improvements, and ensure seamless order fulfillment within the Customer Care workstream.
Role type
Senior transformation analyst (customer care)
Builds
Future state processes and process simplification initiatives for global Customer Care operations
Domain
Life Sciences / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process governance, process excellence, process mapping, change management, stakeholder management, business acumen, project management, strategic planning, cross-functional collaboration, automation strategy
Preferred skills
Experience with Invest and Shift methodology, experience in shared services environments, experience in consulting capacity
Technologies
N/A
Responsibilities
Drive and own key priority initiatives within the transformation portfolio; Support migrations and transitions by owning process deliverables in Strategize and Design phases; Map and assess processes to identify opportunities and design future state processes; Partner with Operations, Business Opex, and Digital Enablement teams to drive end-to-end process improvements globally; Assess and articulate business requirements to seek out process simplification and standardization opportunities that drive Automation.
Seniority
Senior, hands-on IC
