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Senior Analyst – GBS Process & Digital Transformation – Customer Care
Job Location:
Monthly Salary:
Posted:
23 September 2026 (7 hours ago)
Posted:
Application Deadline:
21 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As part of the Thermo Fisher Scientific team youll 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 worlds 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 youll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier cleaner and safer. As a Senior Analyst GBS Process & Digital Transformation Customer Care you will be responsible for driving strategic transformation initiatives that enable operational excellence process standardization digital enablement and scalable business capabilities across the Global Customer Care organization.
DESCRIPTION:
Join our Customer Service team at Thermo Fisher Scientific where youll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier cleaner and safer. As a Senior Analyst GBS Process & Digital Transformation Customer Care you will be 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 leading Kaizen events and 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.
REQUIREMENTS:
- Bachelors 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
Required Experience:
Senior IC
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
