Work Schedule

Environmental Conditions

Job Description

The Senior Analyst, Transformation – Customer Care will be pivotal in contributing to and executing comprehensive process transformation initiatives within the Customer Care workstream. This includes overseeing the transformational funnel, collaborating with various stakeholders, supporting seamless migrations and transitions according to the Invest and Shift methodology. Overall, the Senior Analyst will play a key role in successful activity migration to GBS, achieving Customer Care efficiency targets and enhancing the customer experience. 

Key Responsibilities: 

Understand the transformation portfolio of the Customer Care workstream, drive and own key priority initiatives 

Support migrations and transitions, own and drive the process related deliverables especially in Strategize and Design phases 

Map and assess processes, identify opportunities, and design future state processes 

Understand and apply Invest and Shift methodology through transition work 

Partner with Operations teams, Business Opex teams, PPI and Digital Enablement to drive balanced end-to-end process improvements globally that align with business strategy 

Assess and articulate business requirements, proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process 

Minimum Requirements/Qualifications: 

5+ years of work experience with/within a shared services environment or in a consulting capacity 

Prior experience within the Customer Care area 

Previous Process Governance and/or Process Excellence experience 

Proven ability to interact with multiple levels of leadership both internally and externally, and influence peers and senior management in a complex, geographically dispersed matrix organization 

Self-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment 

Highly collaborative; aligns effectively with colleagues and business partners to deliver results while maximizing the success of all contributors  

Skilled communicator and proven relationship builder, able to operate within a multitude of formal and informal networks while managing the competing interests of varied stakeholders 

Has a commitment to continuous learning and continuous productivity improvements 

Excellent attention to detail required 

Business acumen to develop effective partnerships with key stakeholders