Performance & Insights Manager — Hybrid (GBS)

Philip Morris International; Kraków; Hybrid; PLN 221,000 - 265,000; Full time

Job summary

Philip Morris International in Kraków, Poland, is seeking a professional to join the GBS Service Excellence & Customer Experience team. The role focuses on transforming how we measure, understand and improve business performance, linking data with end-to-end processes to drive meaningful actions and value.

You'll develop frameworks, manage KPIs and dashboards, analyze performance, and collaborate with senior stakeholders across Service Lines and AI teams to drive automation and digital

Qualifications

• Experience in Performance Management, Finance, Service Excellence, Internal Audit or Business Transformation.
• Experience in GBS, BPO or Shared Services / Finance environment.
• Ability to connect KPIs and data with business processes and outcomes.
• Strong stakeholder management, communication and influencing skills.
• Confidence working with cross-functional and senior stakeholders.
• Excellent English communication and presentation skills.

Responsibilities

• Develop and govern GBS performance and customer experience frameworks.
• Define and manage strategic and operational KPIs, scorecards and dashboards.
• Analyze end-to-end business performance, identifying trends, root causes and improvement opportunities.
• Facilitate performance and governance discussions with Service Lines and leadership teams.
• Translate data and customer feedback into business recommendations and measurable actions.
• Partner with Service Lines, Global Process Owners, Data & Analytics, Process Excellence, AI teams and Business Partners.
• Support initiatives involving service quality, customer experience, digitalization, automation and touchless processes.

Skills

Analytical skills

Performance Management

Finance

Service Excellence

Internal Audit

Business Transformation

Stakeholder management

Cross-functional collaboration

English communication

Tools

Power BI

ServiceNow

Signavio

Salesforce

Job description

Philip Morris International in Kraków, Poland, is seeking a professional to join the GBS Service Excellence & Customer Experience team. The role focuses on transforming how we measure, understand and improve business performance, linking data with end-to-end processes to drive meaningful actions and value.

You'll develop frameworks, manage KPIs and dashboards, analyze performance, and collaborate with senior stakeholders across Service Lines and AI teams to drive automation and digital