Job Description

Business Analyst – Global Reference Labs Customer Experience

As a Business Analyst on the Global Reference Labs Customer Experience Team, you will work closely with our global customer support leaders, as well as our technical teams, to scope out relationship enhancing, process improvement opportunities, and data driven solutions to improve the customer experience. You’ll be analyzing business data, goals, objectives and needs and making recommendations and changes to improve our business activities and our customers’ service experience to drive long-term relationships with our global customers.

In this role:

• You’ll partner cross-functionally with a range of stakeholders across the business and the globe.
• Your day-to-day will include performing analysis within the business, but additionally analyzing business-oriented projects and programs where improving the customer experience may be part of the process or solution.
• You will also analyze customer service and product data to help identify opportunities to improve the customer experience and make it easier for customers to do business with IDEXX.  Understanding hospital workflows, pain points, relationships and needs will be critical for this role.
• This opportunity working closely with the business will help to identify pain points, workflow improvements, metrics significance and validation, and seek opportunities to support critical business strategies, improve business processes, and educate the global lab operations team about the strategic opportunities on which to focus.
• You will also research internal and external data and utilize software applications to make recommendations for projects to meet or improve the needs of the business and our customers.  There is a leadership component to this role as well, managing a small, focused team of marketing specialists to create projects which will be actionable, measurable, and impactful.

What do you need to succeed:

• You should have the ability to lead a small, focused team in a highly collaborative environment with excellent listening and communication skills and lead with empathy, support and in an unbiased manner.
• You should have a proven track record of working cross-functionally within a matrixed organization.
• You have excellent communication skills, both verbal and written, and your skill set includes the ability to identify and resolve issues.
• It is a bonus if you have customer service experience either directly or indirectly, have veterinary reference labs experience and/or previously worked with healthcare data.  Various data analytics tools experience such as SAS and being able to display data in a meaningful way is critical. An aptitude for delivering presentations suitable for varied audiences is preferred.
• You should be highly organized with the ability to manage and prioritize several projects simultaneously working both collaboratively as well as independently.
• You should be very comfortable analyzing data to identify business trends and areas of opportunity to improve customer experiences and harness the data in meaningful ways to drive programs and process improvements.
• You are agile and can work well in environments where objectives and priorities are reviewed and assessed regularly, often times with changing priorities.
• You should have skills to influence others to gain commitment and support for decisions

What we offer:

When you join IDEXX, you will find yourself in a challenging but exciting environment where you are given the opportunity to be yourself, innovate, and grow. We have so much to offer!

• From day one, you will get full autonomy in your work and ample support when you need it.
• You will join a developing team who is proud of the work they do and motivated by their unified purpose of helping others.
• You will work with people who are inspiring, open, and the best in their operating space.
• We believe in you – with a team of over 9,000 all over the globe, there are lots of opportunities for learning, personal growth, and career expansion.
• You’ll be part of a double-digit growth company in a quickly growing market and we are leading the way forward with innovative products, services, and a strong focus on our customers.

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 9,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

How to Apply

Click here to apply! You will be redirected straight to our IDEXX Careers page.

IDEXX Talent Community:

Not ready to make a career change yet but we’ve piqued your interest? Join the IDEXX Talent Community! This will allow our internal teams to let you know about any relevant positions that open up that align with your career goals, how we’re changing our industry through innovation and growth, and what we’re doing in our communities. Joining takes only a minute! Click here to join!

Job Types: Full-Time. Job Tags: analyst, ba, idexx, and veterinary.

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