Business Process Improvement Analyst

Role Overview

Business Process Improvement Analyst at Medtronic, Middle East region. The role supports the Customer Care and Order Operations (CCOO) organization and reports to the Country Head. A hybrid working model combines remote work with on-site presence based on business needs and local workplace guidelines. No travel is required.

Company Overview

Medtronic is a global leader in healthcare technology with a mission to alleviate pain, restore health, and extend life. The company employs 95,000 people across more than 150 countries and develops innovative medical technologies that improve the lives of 72+ million patients each year.

Role Purpose

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.

Key Responsibilities

Process Improvement & Digital Solutions

• 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.
• Lead or contribute to cross-functional projects, ensuring clear requirements, timely execution, effective stakeholder communication, and sustainable adoption of new processes or tools.

Reporting & Analytics

• 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.
• Analyze operational and customer data to identify trends, risks, root causes, and improvement opportunities, and recommend practical corrective or preventive actions.

Customer Care Operations

• 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, and stock level risks and opportunities.

Compliance & Excellence

• Maintain accurate records, comply with applicable policies and procedures, and support continuous improvement, audit readiness, and operational excellence.

Qualifications & 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.
• Strong customer service and customer relationship management capabilities, with demonstrated knowledge of business operations, order management, and inventory processes, is preferable.

Skills & Competencies

• 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.

Additional Information

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). Medtronic offers a competitive salary and flexible benefits package designed to support employees at every career and life stage.