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Philips Polska
Philips Polska
location iconLocations: Łódź
level iconLevel: specialist
Global Customer Service Business Analyst
Location: Łódź

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions –the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant.

So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

As Global Customer Service Business Analyst you will join Philips’ Global Customer Services Marketing & Sales Team and reporting into the Commercial Performance and Productivity Lead. You will work closely with your colleagues in the commercial performance and productivity team to drive commercial performance in customer services in close collaboration with all businesses and markets.

Customer Service (CS) is a crucial function within the Philips organization, as our CS teams are key drivers of customer satisfaction and loyalty. The central CS organization enables the local service teams to improve their results year over year, both operational and commercially. Business Analysis within Philips is focused on the identification of productivity and commercial improvement opportunities across the entire Global Customer Service operation

You are responsible for

  • Provide and analyze Key Performance Data on a regular base (e.g. Contract Penetration, profitability of contract and T&M business, price realization, Installed Base opportunities, SFDC funnel management analytics, etc.)

  • Deep dive statistical analysis of global service operations, -contracts and -financials

  • Support initiatives to structurally improve the financial performance of the Businesses/Markets

  • Analyze and identify improvement areas for commercial productivity and work closely with markets and businesses to support implementation of improvements

  • Support benchmarking and best practice sharing across markets.

  • Support standardizing analytics support of established initiatives and prepare for handing them off for Daily Management with other teams

  • Create smart analytics to support new initiatives in close collaboration with markets, modalities and other stakeholders within CS

  • Provide analytical support to programs, projects, workshops and Kaizens with respect to customer service

  • Support the formulation of management recommendations, business case creation and management reports, tools and dashboards

  • Work closely with Markets, Businesses, CS Analytics Team and other stakeholder in CS

  • End-2-End Projects, Content and Quality Management to develop new analytics solutions. Activities include project identification, business requirements gathering, project planning and documentation, functional design and deployment into market, business and central organizations.

  • Leads and implements projects with agreed conditions, time, cost and staffing.

  • Coordinate developers and analytics resources to ensure the to-be-built solutions satisfy the requirements and business needs.

  • Report on the progress of the project with an agreed frequency on quality, status, time, and money to senior management and to the project/program members.

  • Lead and/or support problem solving activities (PRIDE) with markets and businesses.

  • Support the formulation of management recommendations, management reports, tools and dashboards

You are a part of

Our Global Business Services EMEA Hub in Łódź where we centralize our business processes. Our focus is on supporting faster workflows and collaboration across departments, to enable leaner operations and improved results. 1000+ strong and growing, our Global Business Services EMEA Hub in Lódź teams speak 30 languages and represent 13 different nationalities, supporting our operations in 50 countries supported on a daily basis.

To succeed in this role, you’ll need a customer-first attitude and the following

  • Bachelor degree preferably in a Business Economics, Business Administration, Finance and/or Accounting orientated study

  • Experience in a multinational matrix organization, preferably in the healthcare domain

  • Strong analytical skills combined with business acumen

  • Strong Project Management skills, preferably in the Customer Service domain

  • Fluent in English, verbal and written

  • Ability to set goals, manage milestones, document progress, and reporting out to senior management

  • Preferably LEAN Experience (e.g. Daily Management, PRIDE Problem Solving)

  • The ability to leverage strong interpersonal communication skills to motivate multi-disciplinary, multi-departmental and/or remote stakeholders

  • Ability to easily interact with different departments and international colleagues in markets and businesses

  • Advanced technical skills in Excel and PowerPoint, experience with Qlikview and business information systems are a plus

  • Ability and experience to perform data analysis and utilize as a means to communicate and drive change

  • Team-player, Self-starting, persistent, results driven, "Can-do-Will-do" mentality and creative

  • Excellent oral and written communication, interpersonal and organizational skills

In return, we offer you

The unique combination of a business-critical, challenging role in a creative, empowering environment. Your professional development will be actively encouraged, so you can continue to grow and perform at your best, while being part of helping improve the lives of billions of people around the world.

· Annual bonus based on performance achieved

· Private medical care with option to extend it to family members

· Benefit System cards

· Discount for Philips’ products

· Relocation package applicable for people moving in from outside of Łódź region

· Wide variety of trainings & learning opportunities, including language upskill

· Promotion of healthy lifestyle in the office (fruits twice / week in the office, gym, massage chairs, various events)

How we work at Philips Global Business Service?

There are three core ways that define our ways of working – embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

Why should you join Philips Global Business Service?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

We kindly inform you that we will contact only chosen candidates.

This job is no longer available

Recruitment process for this position has ended.

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  • iconAnalytics & Reporting, Customer Service
  • iconEnglish
  • iconŁódź, łódzkie

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