Business Process Improvement Analyst

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About the role

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life The Customer Care & Business Process Improvement Specialist supports reliable, efficient, and customer-focused operations by managing customer care activities, improving business processes, implementing digital solutions, and delivering actionable performance insights. The role collaborates across functions to strengthen service levels, operational discipline, inventory efficiency, and the end-to-end customer experience. This position reports to the Country Head of the Customer Care and Order Operations (CCOO) organization for the Middle East. The role follows a hybrid working model, combining remote work with on-site presence based on business needs and local workplace guidelines. The position does not require travel, enabling the successful candidate to focus on close collaboration with local and regional partners while supporting operational priorities and continuous improvement initiatives. Responsibilities may include the following and other duties may be assigned: • Identify, assess, and implement business process improvements across the Customer Care organization to enhance efficiency, quality, scalability, and customer experience. • Partner closely with Solutions and cross-functional teams to translate business requirements into practical process enhancements and digital solutions using available tools. • Develop, maintain, and publish reports, dashboards, and performance insights that support organizational goals, service targets, and informed decision-making, using tools such as Power BI and artificial intelligence applications. • Support Customer Service team with customer orders and registrations across relevant channels, including web-based platforms, and ensure accurate and timely order handling. • Provide insights into OOB (Open order Books), customer credits, returns, pricing differences, Stock levels risks and opportunities • Analyze operational and customer data to identify trends, risks, root causes, and improvement opportunities, and recommend practical corrective or preventive actions. • Lead or contribute to cross-functional projects, ensuring clear requirements, timely execution, effective stakeholder communication, and sustainable adoption of new processes or tools. • Maintain accurate records, comply with applicable policies and procedures, and support continuous improvement, audit readiness, and operational excellence. Required Knowledge and Experience: • 2-3 years of Experience in process improvement, problem solving, and root-cause analysis, preferably in Supply Chain and Customer Service activities. • Proficiency in data analytics, performance reporting, and dashboard development, preferably using Power BI. SAP ERP experience is an advantage. • Ability to use digital and artificial intelligence tools responsibly to improve reporting, productivity, and decision support. • Sound project management, prioritization, and stakeholder coordination skills. • Strong written and verbal communication skills, with the ability to explain complex issues clearly. • High attention to detail, accuracy, accountability, and compliance. • Ability to work effectively across functions and manage multiple priorities in a fast-paced environment. • Strong customer service and customer relationship management capabilities is preferabl

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