Senior Project and Effectiveness Specialist

Job Title: Senior Project and Effectiveness Specialist
Requisition ID: 194150BR

When you are a part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Within the Customer Channels Group (CCG), the Research and Safety Market Division (RSD), represented by the Fisher Scientific brand, is a several billion dollar global Division which markets and sells a vast portfolio of laboratory and safety-related products and services to its key customer base around the world that includes Pharmaceutical, Biotech, Academic, Industrial, and Government organizations.

Role can be based at any of the following locations:
UK – Loughborough OR Spain – Madrid OR France - Illkirch OR Netherlands - Landsmeer OR Germany - Schwerte OR Sweden - Gothenburg (Hybrid role)

How will you make an impact?
The Customer Service function within RSD is on a journey to become an outstanding function that put’s the customer at the centre of everything we do, whilst implementing standardized, repeatable, and scalable processes.

The Senior Project and Effectiveness Specialist will lead key initiatives with responsibility for defining project objectives, benefits, planning and execution. Taking accountability of change management and engagement plans with all levels of hierarchy. Develop processes to improve the customer experience and efficiency, ensuring consistent quality through exacting process change control. Responsible for data and model preparation, analysis and insight generation to identify trends and opportunities to improve processes.
Utilises the PPI Business System methods and tools to initiate and lead continuous improvement activities. Deliver standard methodology across the European Customer Service team.

This position supports our Customer Service Operations, across 6 Centres / 8 Locations servicing 15 countries and running on Genesys Contact Centre platforms with more than 300 Customer Service agents covering 13 languages and processing more than 2.5 million Sales Order Lines and 2 million Emails + Calls per year.

What will you do?

• Ensure that any process change is made in accordance with process change procedure, including the update of Standard Operating Procedures in the Master Control System
• Instigate the development, optimisation and modification of systems and procedures using change control and engagement process to drive added new value
• Conduct in-depth analysis of data / reports / processes, combining and interpreting external and internal quantitative and qualitative data, data mining for correlations, trends, outliers and probabilities
• Validate quality, consistency, accessibility and structure of data, validate models and ensure accurate preparation of data
• Visualise insights to turn sophisticated information / facts into clear findings and innovative solutions
• Design, prepare and present succinct presentations to colleagues and management of varying hierarchy the findings on data, insight analysis, and progress status that enable them to take action or reach informed decision
• Ensure all periodical and ad-hoc reporting on process improvement activities and realization is completed and elaborate to managers on interpretation.
• Represents the team in cross-functional projects, with strong emphasis on providing the Voice of the Customer
• Facilitates problem solving activities identified by daily management and supports the operational team in identifying and delivering Root Cause Counter Measures

• Project management experience in a similar environment
• Effective lean methodology and problem-solving skills in a customer service or contact centre environment or similar
• Demonstrable project leading experience
• Excellent analytical and presentation abilities across varying levels of organisation
• Proficient written and oral communication skills in English, other language skills would be a distinct advantage.
• Excellent knowledge and application of MS Project, Excel, Visio
• Customer centric focus, understands how to separate and combine tasks into efficient workflows, anticipates and adjust for problems and roadblocks
• Ability to support and coordinate multiple projects at the same time
• Ability to work independently, seeking help when needed, and creatively solving problems when help is not available. Comfortable in handling ambiguity
• Ability to travel internationally between 20-50% of your time

• Knowledge of the PPI Business System and/or Lean Six Sigma training any level
• Knowledge of customer service level agreements and data governance principles; compliance, security, confidentiality

• Competitive base salary 
• Flexible working
• Annual bonus 
• Private medical insurance 
• Flexible benefits 

Please send in your application, including a cover letter, CV (in one document) in English.
Apply via http://jobs.thermofisher.com/Reference: 194150BR, please apply as soon as possible, the position will be filled as soon as suitable candidate is found.

About us:  
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.

Our global team of more than 100,000+ colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com

With Thermo Fisher Scientific, it’s not just a career.  It’s a chance to realize your best – professionally and personally.  

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.