Senior Analyst, Transformation – Customer Care

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