Senior Business Process Improvement Analyst
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Job Description
Business Process Improvement Analyst at Medtronic, a global healthcare technology leader. Improving Customer Care through automation, conversational AI, and intelligent solutions.
Responsibilities:
- Identify opportunities to simplify and improve Customer Care processes through automation, digital solutions, and intelligent technologies
- Translate business needs into scalable solutions between business stakeholders and technical teams
- Support the design, implementation, and continuous 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 define business requirements, user journeys, and success criteria for new solutions
- Help ensure conversational AI experiences provide accurate, relevant, and trusted information
- Monitor solution performance, user adoption, and business outcomes through defined KPIs and metrics
- Analyze trends and user feedback to identify opportunities for optimization and continuous improvement
- Support change management, communication, and training activities to drive 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 gathering business requirements and translating them into actionable solutions
- Strong stakeholder management and communication skills
- Experience working across business and technical teams
- Ability to manage multiple initiatives and priorities in a global environment
- Experience defining performance metrics and measuring business value
- Advanced English communication skills
- Strong proficiency in Python within production environments
- ServiceNow, CRM, ERP, or enterprise business systems
- Experience in ServiceNow is advantageous
- Conversational AI solutions and virtual assistants is advantageous
- Intelligent Automation or workflow technologies is advantageous
- Generative AI applications in business environments is advantageous
- Process automation platforms such as UiPath, Power Automate, Python or similar tools is advantageous
- Basic understanding of APIs, data integrations, and AI-enabled solutions is advantageous
Benefits:
- Competitive Salary and flexible Benefits Package
- Short-term incentive called the Medtronic Incentive Plan (MIP)
- Wide range of benefits, resources, and competitive compensation plans designed to support employees at every career and life stage
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