BD (Becton, Dickinson and Company) Business Process Analyst in San Diego, California
Job Description SummaryDepartment Overview
BD’s Global Customer Services (GCS) organization is transforming the customer experience on our journey to advance the world of health. The mission of the Business Process Optimization team is to drive transformational strategy initiatives within the Service & Support team to enhance and evolve the way we provide exceptional customer experiences through our solutions and services.
The Business Process Analyst supports the GCS Service and Support through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g. service operations, IT), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.
We’re a team of self-starting, go-getters who seek to continuously improve and learn in everything we do. An iterative, open, and driving mind-set is a must have for being part of this successful team.
Specific Duties, Activities and Responsibilities
% of time
Analytics & Data Visualization: 40%
Strategy & Process Improvement: 20%
Project Management – Governance & Frameworks: 20%
Leadership & Change Management: 15%
Knowledge, Skills and Abilities
The Business Process Analyst will effectively conduct the following activities as part of their role:
Analytics and Visualization
Analyzes, trends, and communicates transactional and trending customer experience (CX) data for Service & Support using system and operations databases
Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
Drives meaningful business outcomes and strategic initiatives using data based findings to continuously improve the way in which Service & Support operates
Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions to Service & Support, Finance, and Customer Experience leadership
Seeks to understands and can layer in business cost impacts and implications to data findings and hypotheses
Frameworks & Governance
Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
Actively partners with Service & Support to identify driver opportunities and supports action planning governance / framework
Manages the ongoing strategic framework for monthly operations reviews for Service & Support
Reviews opportunities to collaborate cross functionally and learn from GCS’s CX best practice community on behalf of Service & Support
Strategy & Process Improvement
Simultaneously drives and executes multiple process improvement projects within the broader CX Service & Support strategic portfolio
Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience within Service & Support
Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
Develops business cases for continuous improvement projects
Identifies and monitors key measures to ensure project success and prepares project status reports
Leadership & Change Management
Establishes collaborative working relationships with cross-functional project teams
Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
Creates and deliver stakeholder and executive level program, project and business case presentations
Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations.
Influences and effectively manages communications and hypotheses to support change adoption strategies related to CX strategy and analytics
Ensure adoption of new tools, measurements, and processes by identifying, monitoring and communicating success metrics
Timely completion of internal company documentation.
Timely completion of any Company or Department required training
Mentor colleagues on best practices for analytics and process improvements
Education or Equivalent:
Bachelor’s degree required. Master's or MBA preferred.
Experience or Equivalent:
Three or more years of experience in analytics
Three or more years in process improvement
Experienced in translating complex data sets and analysis into business impacts
Has managed/supported strategic projects cross-functionally in an iterative, fast paced environment
Strong MS office skills, particularly in advanced PowerPoint & Excel
Confidence in Tableau, SQL, or other statistical analysis or data visualization tools
Familiarity with concepts of database structures, data querying, data mining preferred.
Strong analytical, problem-solving, verbal, listening and interpersonal skills.
Strong ability to visualize data to multiple audiences and levels of the organization
Excellent Verbal, Written and Communication Skills.
High attention to detail while multi-tasking on complex deliverables and stakeholder groups
Strong leadership, group facilitation, and project management skills.
Strong business operations/business process knowledge/experience.
Establish rapport with internal and external stakeholders that is conducive to a long term business relationships.
Prior usage of reporting and dashboarding in Salesforce, Qlikview, or Vocalize a plus
Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
Ability to effectively individually prioritize in context with team priorities to meet goals in the face of multiple demands
Embodies agile practices and can flex with business strategy changes.
Act as a key contributor in a complex environment.
Works with a minimal degree of supervision
Six Sigma green or black belt training preferred.
Travel up to 10%.
Primary Work LocationUSA CA - San Diego Bldg A&B
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status