Lead Business Analyst

POSITION SUMMARY:

The Customer Care team is responsible for all aspects of providing post sale support to Cepheid’s customers around the globe, ensuring customers have the best experience in having access to support when and where they need it, achieving our mission of patients first. In EMEA the Customer Care team support and service customers across directly served countries and many indirectly served markets through a network of approved service providers.

The postholder will be a key member supporting EMEA Customer Care by providing data and analytics support to drive insight that drive revenue and cost improvements, expand customer experience and increase the data driven decision making competency of the organisation. Key focus will be for local Saudi Arabia and wider MEA/CIS markets, including HBDC, and as required for rest of EMEA.

ESSENTIAL JOB RESPONSIBILITIES:

Data Storytelling:

• Develop data-driven narratives. Create compelling data stories that communicate key findings, insights, and recommendations to stakeholders at all levels of the organization. Translate complex analytical results into clear and concise narratives that drive understanding and action, leveraging data visualization tools to enhance storytelling.
• Use data visualization tools to help Stakeholders translate insights into actionable recommendations
• Conduct Deep-Dive Analyses: Perform deep-dive analyses to identify trends, patterns, and root causes of customer issues, and propose solutions to address them.

Analytics & Insights:

• Utilize Advanced Analytics Techniques to conduct deep-dive analyses to highlight issues areas of the newly formed business
• Develop and Maintain Dashboards: Create and maintain dashboards, reports, and data visualizations to track key performance indicators (KPIs) and provide regular updates to stakeholders.
• Lead Data-Driven Initiatives: Take the lead on projects to implement data-driven initiatives aimed at improving customer satisfaction, retention, and loyalty.
• Ensure Data Governance and Compliance: Ensure compliance with data governance policies, procedures, and regulations, maintaining data integrity, security, and privacy standards. Use DBS to sustain best operational practices.
• Become regional SME, provide mentorship and coaching to talent pipeline, ensure governance and compliance. Continue Women MEA ARG involvement & expansion.
• Provide Thought Leadership: Offer thought leadership and guidance on analytical methodologies, best practices, and emerging trends in customer care analytics.
• Drive Organizational Change & Continuous Improvement: Advocate for the adoption of data-driven decision-making processes and a culture of analytics excellence within the organization.

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time.
• Ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:

Education or Experience (in years):

• Master’s degree with 5+ years of related work experience OR Master’s degree in field with 0-5 years of related work experience.
• 2+ years managing people or leadership (appreciated)

Knowledge and skills:

• Strong Focus in driving customer satisfaction.
• Rigorous work with systematic methodology -- accuracy and attention to details are a must.
• Excellent organizational and prioritization skills.
• Team Management appreciated.
• Good data manipulation skills. Ability to understand and navigate database systems.
• Excellent written and verbal communication skills across all aspects of the business.
• Ability to work effectively in a team environment or independently with minimal supervision.
• Demonstrate skills and initiative to challenge status quo and implement new processes.
• Proficient computer skills, including SAP, Salesforce.com, Power BI and MS Office including data mining tools
• Fluent in English

Other:

• Infrequent travel into non-Europe region and USA (California) will be expected.
• Languages – Fluent in English. Another language appreciated.

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.