Senior Analyst, Transformation – Customer Care

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Description:
Join our Customer Service team at Thermo Fisher Scientific, where you'll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier, cleaner, and safer. As a Senior Analyst in Transformation – Customer Care , you'll manage customer relationships, drive process improvements, and ensure seamless order fulfillment. You'll collaborate across multiple departments to resolve escalations, maintain high service standards, and contribute to our organization's continued growth and success. This role offers professional development opportunities while working with advanced scientific technologies and solutions.

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