Customer Service Analyst

Job Title

Customer Service Analyst

Job Description

• The Service Business Analyst is responsible for helping analyze service operations data to identify performance trends, inefficiencies, and opportunities for improvement, working under general supervision. The role supports strategic decision-making by leveraging advanced analytical tools and collaborating with cross-functional teams. The role tracks key performance indicators (KPIs) to assess service productivity and customer satisfaction, recommending targeted actions for improvement. The role assists in developing data-driven action plans, optimizing workflows, and ensuring adherence to best practices.
• Job Responsibilities: Helps in the analysis of service operations data, including financial, operational, and customer feedback metrics, to uncover performance trends, inefficiencies, and areas for improvement, leveraging advanced analytical tools to drive strategic decision-making, working under general supervision. Works closely with cross-functional teams, including operations, finance, and customer support, to ensure seamless execution of service performance strategies, fostering alignment of objectives and data-sharing to improve service delivery and business efficiency. Tracks comprehensive sets of KPIs and advanced analytics to measure service productivity, operational effectiveness, and customer satisfaction, identifying root causes of underperformance and recommending targeted actions for improvement. Participates in the development of detailed, data-driven action plans and service improvement strategies based on in-depth analysis of service delivery challenges, leading the design and implementation of initiatives aimed at optimizing performance and scalability. Assists to conduct thorough assessments of end-to-end service processes, workflows, and data flows to identify inefficiencies and opportunities for process optimization, implementing best practices to enhance operational efficiency and customer satisfaction. Communicates service performance trends, analytical findings, and proposed improvement strategies to senior leadership and key stakeholders through clear, data-backed reports and presentations to inform decision-making. Aids to draft comprehensive documentation of service analytics processes, improvement initiatives, and operational workflows, ensuring accessibility and regular updates to support ongoing tracking and audit compliance. Helps to review service operations data and business processes regularly to ensure adherence to best practices, regulatory compliance, and alignment with long-term service delivery objectives, providing expert recommendations for continuous improvement. Supports service improvement initiatives by conducting detailed analyses, tracking performance outcomes, and reporting on their success, ensuring alignment with organizational objectives and customer satisfaction goals. Escalates complex service performance issues, data discrepancies, or risks to senior management or relevant stakeholders, ensuring swift resolution and minimal disruption to service operations through structured escalation frameworks.
  
  

Minimum Required Education

Bachelor's Degree in Finance, Business Administration OR Vocational Education or equivalent.

Minimum Required Experience

minimum 4 years of experience with Vocational Education in areas such as Service Delivery, Business Analytics or equivalent.

How We Work Together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
  
  

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

# LI-EU