Business Process Improvement Analyst

Medtronic; Saudi Arabia; Hybrid; SAR 120,000 - 180,000; Full time

Job summary

Medtronic in Saudi Arabia is seeking a Customer Care & Business Process Improvement Specialist to drive reliable, efficient, and customer-focused operations. You will manage customer care activities, improve processes, implement digital solutions and deliver actionable performance insights.

The role collaborates across functions to strengthen service levels, inventory efficiency, and the end-to-end customer experience.

Qualifications

• 2-3 years of experience in process improvement, problem solving and root-cause analysis, preferably in Supply Chain and Customer Service.
• Proficiency in data analytics, performance reporting, and dashboard development using Power BI.
• SAP ERP experience is an advantage and familiarity with AI tools for reporting and decision support.

Responsibilities

• Identify, assess and implement business process improvements across Customer Care to enhance efficiency and experience.
• Partner with cross-functional teams to translate requirements into practical process enhancements and digital solutions.
• Develop and publish dashboards and performance insights to support targets and decisions, using Power BI and AI tools.
• Support Customer Service order handling and registrations across channels with accuracy and timeliness.
• Analyze data to identify trends, risks and opportunities and recommend corrective actions.
• Lead cross-functional projects with clear requirements and sustainable adoption of new processes or tools.

Skills

Data analytics

Power BI

Root-cause analysis

Project management

Stakeholder coordination

Customer service

Process improvement

Communication

Tools

SAP ERP

AI tools

Job description

A Day in the Life

The Customer Care amp 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 This position reports to the Country Head of the Customer Care and Order Operations CCOO organization for the Middle East The role follows a hybrid working model combining remote work with on‑site presence based on business needs and local workplace guidelines The position does not require travel enabling the successful candidate to focus on close collaboration with local and regional partners while supporting operational priorities and continuous improvement initiatives Responsibilities may include the following and other duties may be assigned 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 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 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 Stock levels risks and opportunities Analyze operational and customer data to identify trends risks root causes and improvement opportunities and recommend practical corrective or preventive actions Lead or contribute to cross‑functional projects ensuring clear requirements timely execution effective stakeholder communication and sustainable adoption of new processes or tools Maintain accurate records comply with applicable policies and procedures and support continuous improvement audit readiness and operational excellence.

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