Business Process Improvement Analyst

About Medtronic and the Role

Medtronic is a global leader in healthcare technology, committed to alleviating pain, restoring health, and extending life. The company operates in over 150 countries, serving more than 72 million patients annually. This full-time position for a Business Process Improvement Analyst is based in Makkah, with operations spanning Jeddah and Makkah. The role supports the Customer Care & Business Process Improvement function, focusing on enhancing operational efficiency and customer experience.

Role Overview

The Business Process Improvement Analyst supports reliable, efficient, and customer-focused operations. This involves managing customer care activities, improving business processes, implementing digital solutions, and delivering actionable performance insights. The role requires collaboration across various 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 and follows a hybrid working model.

Key Responsibilities

• Identify, assess, and implement business process improvements within the Customer Care organization to enhance efficiency, quality, scalability, and customer experience.
• Partner 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, utilizing tools such as Power BI and artificial intelligence applications.
• Support the Customer Service team with customer orders and registrations across relevant channels, including web-based platforms, ensuring accurate and timely order handling.
• Provide insights into Open Order Books (OOB), customer credits, returns, pricing differences, and stock level risks and opportunities.
• Analyze operational and customer data to identify trends, risks, root causes, and improvement opportunities, recommending 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 Experience

Candidates should possess 2-5 years of relevant experience in business process improvement, customer care operations, or a related field.

Work Environment and Compensation

This position operates under a hybrid working model, combining remote work with on-site presence as required by business needs and local workplace guidelines. The role does not require travel, allowing for close collaboration with local and regional partners. Medtronic offers a competitive salary and a flexible benefits package. This position is eligible for the Medtronic Incentive Plan (MIP).

Application Information

Medtronic values its employees and recognizes their contributions, offering a range of benefits and resources designed to support career and life stages.