Lead Analyst, Global Customer Service – Orthopedics

• Support the standardization of global customer service processes, operating models, and performance metrics across regions
• Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide
• Support cross-functional initiatives improving service efficiency, responsiveness, and end-to-end customer experience
• Support digital enablement and transformation initiatives affecting customer service capabilities, tools, and analytics
• Design, build, and maintain dashboards and reporting tools for global customer service performance, trends, and operational priorities
• Partner with customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate requirements into analytics solutions
• Analyze customer service data to identify trends, gaps, risks, and opportunities
• Create executive-ready summaries, insights, and visualizations to support leadership decision-making
• Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting

• Bachelor's degree required (Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field)
• Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions
• Strong data storytelling skills
• Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment
• Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions
• Experience simplifying manual processes, automating reporting, or improving operational workflows
• Advanced Excel skills, including pivot tables, formulas, data validation, and large dataset analysis
• Knowledge of SAP, ERP, CRM, Tableau, SQL, Alteryx, or other analytics/reporting tools preferred
• Experience analyzing customer support trends preferred
• Experience creating trend reports, dashboards, and executive summaries preferred
• Strong collaboration and influencing skills in a matrixed global environment preferred
• Experience training and supporting dashboard users preferred
• English required; additional languages preferred
• Up to 10% domestic and international travel
• Microsoft Certified:
  Power BI Data Analyst Associate - most relevant for dashboard development, data modeling, reporting, and visualization

Demonstrates expertise in customer service analytics, data storytelling, and dashboard development using Power BI. Proficient in analyzing trends and operational metrics to enhance service efficiency and support leadership decision-making.

• Customer Service Analytics
• Power BI Dashboard Development
• Data Storytelling
• Advanced Excel Skills
• Cross-Functional Collaboration

• Data Analysis
• Trend Reporting
• Operational Workflow Improvement
• Performance Reporting
• Data Visualization

• Collaboration
• Influencing
• Time Management

• Microsoft Certified:
  Power BI Data Analyst Associate

• Supply Chain
• Customer Service
• Healthcare
• Medical Devices
• Data Analytics

• SAP
• ERP
• CRM
• Tableau
• SQL
• Alteryx