Business Process Improvement Analyst

About Medtronic and the Role

Medtronic, a global leader in healthcare technology, is seeking a Business Process Improvement Analyst. This full-time position is based in Makkah, with operations in Jeddah and Makkah. The role supports Medtronic's mission to alleviate pain, restore health, and extend life through innovative medical technologies. The successful candidate will join a team dedicated to improving the lives of patients worldwide.

Role Overview

The Business Process Improvement Analyst supports customer care and business operations by managing customer care activities, enhancing business processes, implementing digital solutions, and providing performance insights. This role involves cross-functional collaboration to strengthen service levels, operational discipline, inventory efficiency, and the overall customer experience. The position reports to the Country Head of the Customer Care and Order Operations (CCOO) organization for the Middle East and operates under 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.
• Collaborate 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 using tools such as Power BI and artificial intelligence applications to support organizational goals and service targets.
• 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 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.

Qualifications and Experience

• 2-5 years of relevant experience in business process improvement, customer care operations, or a related field.
• Demonstrated ability to manage customer care activities and improve business processes.
• Experience with digital solution implementation and performance insight delivery.
• Proficiency in using tools such as Power BI and artificial intelligence applications for reporting and analysis.

Work Environment

This position follows a hybrid working model, combining remote work with on-site presence based on business needs and local workplace guidelines. The role does not require travel, allowing for close collaboration with local and regional partners while supporting operational priorities and continuous improvement initiatives.

Compensation and Benefits

Medtronic offers a competitive salary and a flexible benefits package. The company is committed to its employees, recognizing their contributions and allowing them to share in the success they help create. A wide range of benefits, resources, and competitive compensation plans are designed to support employees at every career and life stage. This position is eligible for the Medtronic Incentive Plan (MIP).