Sr. Analyst - GBS Process Governance & Continuous Improvement – Customer Care

Work Schedule

Third Shift (Nights)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

JOB DESCRIPTION:Join our Customer Service team at Thermo Fisher Scientific, where you'll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier, cleaner, and safer. The Sr. Analyst - GBS Process Governance & Continuous Improvement – Customer Care is a hybrid Process Governance and Continuous Improvement professional responsible for driving strong governance, audit readiness, and operational excellence across supported business groups. This role partners closely with GBS Operations Leaders, Global Process Owners, and cross-functional stakeholders to maintain process integrity, strengthen KPI governance, and deploy structured problem-solving methodologies to improve systems and eliminate waste.

The position collaborates with key stakeholders, leads by example and leveraging RCCM, PPI training, kaizen events, and structured problem-solving techniques to drive measurable business impact. The role supports both operational and non-operational areas, embedding Lean fundamentals and accelerating cultural transformation aligned to the PPI Business System.

Key Responsibilities:

Process Governance & Performance Management

• Maintain strong process governance frameworks across supported business groups.

• Ensure alignment between operational practices, documented processes, and governance requirements.

• Maintain and enhance KPI libraries and SLA frameworks to ensure metric accuracy and relevance.

• Monitor process performance and provide actionable insights to stakeholders.

• Support audit readiness, compliance adherence, and remediation of findings.

• Maintain audit schedules and governance repositories.

Continuous Improvement & Lean Deployment

• Lead and facilitate kaizen events and improvement projects focused on waste elimination and system optimization.

• Facilitate Lean fundamentals, including:

  • Visual Management / 5S

  • Value Stream Mapping

  • Standard Work

  • Metric Boards

  • Stand-up Meetings

  • Project Funnel Coordination

• Provide ongoing support to teams deploying rapid responder teams on the floor to drive countermeasures.

• Work closely with the site PPI Steering Committee to identify ways to accelerate the culture change necessary to support the PPI Business System.

• Work with the PPI Network to benchmark, develop, promote, and standardize processes.

• Lead small- to mid-scale transformation and migration initiatives from planning through execution.

REQUIREMENTS:

• Bachelor’s degree in business, Operations Management, Industrial Engineering, or related field.

• 5+ years of experience in shared services, operational excellence, process governance, consulting capacity

• Hands-on experience implementing successful TPS fundamentals, including:

  • Visual Management / 5S

  • Metric Boards

  • Value Stream Mapping

  • Stand-up Meetings

  • Standard Work

  • Project Funnel Coordination

• Expertise in structured problem-solving through formal methodologies (e.g., RCCM, A3, DMAIC, or equivalent).

• Strong experience in process management, KPI governance, and audit frameworks.

• Demonstrated project leadership experience with cross-functional teams.

• Minimum Lean Six Sigma Green Belt certification is required.