We passionately believe in the value of improving our customer’s experience and exceeding current and future expectations;
the Business Reporting Analyst will adopt a data driven approach to delivering this. Utilising our company’s reporting tools, you will gather and analyse data for the MBD Customer Service organisation to obtain an understanding of the department’s operations.
You will use this to propose and develop strategic solutions and programmes to drive business improvements and ultimately, exceptional customer satisfaction across the Division.
The specific duties will be driven by each project; however, the main tasks and responsibilities of the Business Reporting Analyst are :
Perform Research and Analysis;
Gather data and carry out research using customer service data, observations, market trends and reports to gain a clear understanding of the department’s current operations at either a Customer or process level.
Analyse and summarise the findings to identify improvement solutions focused on enhancing the customer service experience in order to maximize profit margins and sales.
Translate and present the findings and proposed solutions into clear, coherent reports or presentations for management.
Write end-of-month report on MBD European Customer Service performance for circulation to Senior Director - Customer Care and DLT members, based on analysis of performance against global touch points
Evaluate, prioritise and conduct additional investigatory work when requested by management and align with business priorities.
Develop improvement strategies & programmes
Take ownership of developing a joined-up practical strategy with underpinning programs that will create a step change improvement in the department’s process and delivery capability.
Develop key metrics to monitor performance of the improvement initiatives and programmes as they become business as usual.
Work with subject matter experts (SMEs), management and stakeholders across multiple departments in a fast-moving environment to deliver the agreed strategy and programmes successfully
Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements (Kaizens), risks and mitigations as required.
Ensure all work is undertaken in accordance with company policies e.g. confidentiality of customer data in accordance with GDPR
Responsible for global monthly CS Metric country call reviews with relevant regions and touch points including collecting material, sending invites, hosting the meeting and updating audience on division wide initiatives
Responsible to be SAP / Cognos / Business Objects / PowerBI data extract and report generation expert and go-to-person for MBD Customer Service, including ability to provide relevant analyses based on historical data
Conduct root cause analyses based on trends and verbatim feedback, to identify most important improvement areas within Customer Experience
Proactively acts with Intensity on situations that have clear negative impact on the MBD customer experience, and acts with Integrity to be a vocal voice of the customer inside the MBD organization, never settling for less than patients in need of our products deserve
Evaluates and recommends Innovation and improvement ideas in context of Customer Experience focus areas and overall business needs
Leads / influences and Involves peers in designing processes and customer processes that critically challenges status quo, to significantly improve the MBD customer experience
Fulfil the responsibilities of the position as defined in the Health, Safety and Environmental Policies and associated Codes of Practice.
To actively promote Health and Safety awareness for all other employees.
Minimum Requirements / Qualifications / Skills :
Strong analytical skills and experience
Excellent communication skills both written and verbal with strong attention to detail
Highly self-motivated and proactive, with excellent interpersonal skills
Results driven with a customer centric focus
Ability to learn internal processes quickly and apply working in a fast-paced environment.
Ability to prioritise and manage own workload and be adaptable to change.
Positive 'can do' attitude, work with integrity and strict confidentiality
Experience of working in Customer Service., Sales Operations or similar Customer facing environment
Working knowledge and experience of using SAP
Proficient in Microsoft Office Suite
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