Sr. Analyst, GBS Process & Digital Transformation

Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

The   Senior Analyst – GBS Process & Digital Transformation – Customer Care   is responsible for driving strategic transformation initiatives that enable operational excellence, process standardization, digital enablement, and scalable business capabilities across the Global Customer Care organization.  

This role partners with Operations Leaders, Digital   Enablement   Teams, PMO, and cross-functional stakeholders to identify transformation opportunities, design future-state processes, lead implementation initiatives, and ensure sustainable adoption of new ways of working.   The position combines expertise in process governance, continuous improvement, project execution, and digital transformation to accelerate organizational maturity, improve customer experience, and deliver measurable business value aligned with the Thermo Fisher Scientific   mission.  

Key Responsibilities:  

Transformation Strategy & Execution  

Lead cross-functional transformation initiatives supporting Customer Care strategic priorities.   

Drive end-to-end transformation projects from opportunity identification through implementation and benefit realization.   

Support business case development, transformation roadmaps, implementation plans, and executive updates.   

Partner with   operations   to design scalable future-state operating models.   

Coordinate transformation activities across multiple functional teams while managing dependencies, risks, and timelines.   

Monitor transformation portfolio progress and communicate status to leadership.   

Process Transformation & Digital Enablement  

Identify opportunities to simplify, standardize, automate, and digitize business processes.   

Support implementation of digital solutions that improve operational efficiency and customer experience.   

Collaborate with IT, Digital, Automation, and Analytics teams to translate business requirements into scalable solutions.   

Drive process harmonization across regions while ensuring alignment with global standards.   

Evaluate business processes and recommend innovative solutions leveraging Lean methodologies and digital capabilities.  

Continuous Improvement & Operational Excellence  

Capable of l ead ing   Kaizen events   a nd structured problem-solving activities.   

Facilitate Lean methodologies, including:   

Value Stream Mapping   

Standard Work   

Visual Management   

Daily Management Systems   

Metric Boards   

Project Funnel Management   

Apply RCCM, A3, DMAIC, or equivalent methodologies to eliminate waste and improve business performance.   

Drive productivity improvements across end-to-end Customer Care value streams.  

Organizational Change & Stakeholder Engagement  

Partner with business leaders to drive adoption of new processes and operating models.   

Support change management activities, communication planning, and stakeholder engagement.   

Develop governance structures that sustain transformation outcomes.   

Build strong relationships across Operations,   Controls & Compliance , Digital   Enablement , PMO   and   PPI   Global Teams.    

Minimum Requirements / Qualifications  

Bachelor's degree in Business Administration , Industrial Engineering, Operations Management, Information Systems, or related discipline.   

Minimum 5 years of experience in Transformation, Process Excellence, Shared Services, Consulting, Continuous Improvement, or Operational Excellence.   

Demonstrated experience leading cross-functional transformation initiatives within complex global organizations.   

Strong project management and stakeholder management skills.   

Experience with process redesign, business transformation, and operating model implementation.   

Hands-on knowledge of Lean methodologies and structured problem-solving techniques (RCCM, DMAIC, A3, or equivalent).   

Experience supporting digital transformation initiatives, automation projects, or process digitization.   

Strong analytical skills with experience using KPIs, dashboards, and performance reporting.   

Excellent communication and executive presentation skills.   

Lean Six Sigma Green Belt (minimum)  

PMP, Agile, Scrum, or   Prosci   Change Management certification is an advantage.  

Smartsheet knowledge is an advantage