The Senior Analyst – GBS Process & Digital Transformation – Customer Care is 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.  

Minimum Requirements / Qualifications 

• Bachelor's 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