Senior Analyst – GBS Process & Digital Transformation – Customer Care
Core
Drive strategic transformation initiatives, process standardization, and digital enablement to improve operational excellence and customer experience within the Global Customer Care organization.
Role type
Senior IC process transformation and digital enablement analyst
Builds
Scalable future-state operating models, standardized processes, and digital solutions for Customer Care
Domain
Life Sciences / Customer Care Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Transformation strategy execution, process redesign, Lean methodologies (Value Stream Mapping, Standard Work, RCCM, A3, DMAIC), stakeholder engagement, project management, KPI and dashboard analysis, change management
Preferred skills
Digital transformation implementation, automation project management, operating model design
Technologies
Smartsheet
Responsibilities
Lead cross-functional transformation initiatives from opportunity identification to benefit realization; Design scalable future-state operating models; Identify opportunities to simplify, standardize, automate, and digitize business processes; Facilitate Kaizen events and structured problem-solving activities; Partner with business leaders to drive adoption of new processes and operating models
Seniority
Senior, hands-on IC
