Senior Business Process Improvement Analyst

This is a fully remote position, open to applicants in Poland, +2 more countries.

📋 Description

• Identify opportunities to streamline and enhance Customer Care processes through automation, digital solutions, and intelligent technologies.

• Translate business needs into scalable solutions that bridge business stakeholders and technical teams.

• Assist in the design, implementation, and ongoing improvement of conversational AI agents and intelligent automation capabilities.

• Collaborate with Customer Care teams, process owners, knowledge managers, automation specialists, and technology partners.

• Gather and articulate business requirements, user journeys, and success criteria for new solutions.

• Ensure that conversational AI experiences deliver accurate, relevant, and trustworthy information.

• Monitor solution performance, user adoption, and business outcomes through established KPIs and metrics.

• Analyze trends and user feedback to uncover opportunities for optimization and continuous enhancement.

• Support change management, communication, and training activities to facilitate the adoption of new capabilities.

• Contribute to the long-term vision of a Connected Intelligence Ecosystem within Customer Care.

⛳️ Requirements

• Bachelor's degree in Business Administration, Operations, Engineering, Analytics, Information Systems, or a related field.

• 2 years of experience in Business Process Improvement, Operational Excellence, Digital Transformation, Customer Care, Shared Services, or a similar environment.

• Strong analytical and problem-solving skills.

• Experience in gathering business requirements and converting them into actionable solutions.

• Excellent stakeholder management and communication skills.

• Experience in collaborating across business and technical teams.

• Ability to manage multiple initiatives and priorities in a global setting.

• Experience in defining performance metrics and assessing business value.

• Advanced English communication skills.

• Strong proficiency in Python within production environments.

• Familiarity with ServiceNow, CRM, ERP, or other enterprise business systems.

• Experience with ServiceNow is a plus.

• Experience with conversational AI solutions and virtual assistants is advantageous.

• Knowledge of Intelligent Automation or workflow technologies is beneficial.

• Familiarity with generative AI applications in business contexts is advantageous.

• Experience with process automation platforms such as UiPath, Power Automate, Python, or similar tools is a plus.

• Basic understanding of APIs, data integrations, and AI-enabled solutions is advantageous.

🏝️ Benefits

• Competitive Salary and flexible Benefits Package.

• Short-term incentive known as the Medtronic Incentive Plan (MIP).

• A diverse range of benefits, resources, and competitive compensation plans designed to support employees at every stage of their careers and lives.