Senior Analyst, Global Customer Service

• Analyze complex data sets to identify trends, patterns, and insights
• Develops and maintains reports, dashboards, and other visualizations to communicate findings
• Develop and maintain advanced data models and algorithms to drive business insights
• Use statistical and machine learning techniques to analyze and interpret data
• Develop and maintain dashboards and reports to communicate insights to stakeholders
• Implement quality protocols and procedures to ensure HIPAA compliance and adherence to Baxter's privacy and security policies
• Ensure compliance with governmental and regulatory requirements
• Design and develop key performance indicators (KPIs) and tracking reports to assist in the management of service and/or operations organization
• Work collaboratively with cross-functional stakeholders, serving as a key liaison between teams
• Investigate and address internal and external customer concerns and recommend solutions to improve employee and customer satisfaction
• Extrapolate and analyze data to inform decision-making and drive business decisions
• Collaborate with stakeholders to ensure alignment of needs and requirements
• Implement quality protocols and procedures to ensure compliance and adherence to governmental and regulatory requirements
• Design and develop key performance indicators and metrics to assist in the management of the service and operations organization
• Provide data and analytics to inform decision-making and drive business decisions
• Responsible for providing support for ad-hoc analysis and special projects
• Other duties as assigned (<20%)

• Associate or Bachelor’s degree preferred or relevant work experience
• 3-5 years of experience in data analysis, business analysis, or a related field
• Strong analytical and problem-solving skills
• Previous experience in a customer-facing role
• Knowledge of medical products or the healthcare industry
• Proficient with data analysis and reporting tools (e.g., Excel, DAS, Cognos)
• Proficient with data preparation, data visualization, and specialized/advanced business intelligence tools (e.g., Power BI, Tableau, Snowflake)
• Familiar with ERP systems (e.g. JDE, SAP)
• Experience with customer relationship management (CRM) software (Salesforce)
• Experience in data mining software (e.g., Celonas)
• Excellent communication, interpersonal, and problem-solving skills
• Ability to collaborate and communicate effectively on complex topics with non-technical stakeholders
• Ability to work in a fast-paced environment and handle multiple priorities
• Functional knowledge of Microsoft Office
• Ability to learn and adapt to new systems, processes, and products
• Strong attention to detail and accuracy
• Ability to work a flexible schedule, including evenings and weekends (as needed)

Bilingual or multilingual skills are a plus

• Medical and dental coverage that start on day one
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• Educational assistance programs
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave
• Commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits