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Why join Stryker?
We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Job description
Who we want
Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
Business-oriented evaluators. People who effectively interpret information to demonstrate the effects of business initiatives, regulation and industry trends for sales, management, and leadership teams.
Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.
Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
User-focused creators. People who imagine with the user in mind, developing technology that helps change patients’ lives.
Job Overview
The Business Process Expert - Customer Experience is part of the business transformation team with a high focus on process optimization, identifying areas for improvement and leading the implementation of changes cross-regional as part of our ERP implementation for our direct markets. This role requires analytical and process-oriented thinking, customer focus and project management skills to drive continuous business improvement in collaboration with local SME`s in align with our company´s strategy. The role will be responsible for designing and deploying standardized process in customer experience within the EEMEA region working with the Business Transformation, Operations and IT teams to improve the performance in terms of order and contact management and key transactions with end customers. Further projects are part of our roadmap to focus also on Customer Relationship Management.
What you will do
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Defining and developing a customer journey to understand touchpoints and optimize customer interactions to improve customer satisfaction.
Cross-functional collaboration between customers and manufacturing, sales, field service, order processing and accounting to resolve status, stocking, delivery, and billing inquiries.
Lead change initiatives related to customer experience process improvement and ensure that stakeholders are engaged, onboarded and changes are implemented effectively.
Collaborate with Operations on key performance indicators (KPIs) tracking and use metrics to monitor the impact of changes and identify areas for improvement.
Provide training and support on business improvement initiatives to local SME´s to ensure successful delivery of changes.
Utilize technology solutions to support automation and digitalization of processes and collaborate with IT to implement and optimize our tools and technologies.
What you need
Bachelor’s degree required.
Advanced English skills required.
Previous experience in the Operations field required.
Customer Service experience highly desired.
Experience with ERP systems like JD Edwards and CRM like Salesforce is highly desired.
Effective communication skills.
Excellent project management capabilities of cross-functional projects.
Strong analytical and problem-solving skills.
Good business acumen and negotiation skills.
Experience in digital transformation projects preferred.