Sr. Business Process Analyst

Meet the team: The Customer Service team is part of Dexcom’s EMEA Commercial organization, delivering both customer- facing and back-office support to patients, caregivers, and business partners across the region. Our mission is to ensure seamless access to Dexcom’s continuous glucose monitoring (CGM) solutions while providing a high-quality, end-to-end service experience. We are seeking a senior individual contributor, accountable for the analysis, preparation, coordination and implementation of changes within end-to-end customer services (CS) processes in alignment with CS leadership, Business operations market/ region and process owners. Operating with a high degree of autonomy, the role acts as a trusted Customer Service process subject matter expert (SME), ensuring that process design and evolution align with EMEA Customer Service strategy, operating model, and customer experience objectives. This role also drives standardization and defines scalable process frameworks in partnership with Customer Service leadership, IT, and other enabling functions. Where you come in: • Lead end-to-end governance, design, and lifecycle management of customer service processes across EMEA. • Drive continuous improvement by identifying inefficiencies, optimizing workflows, and standardizing scalable process frameworks. • Prioritize and coordinate process enhancements based on business impact, feasibility, and operational needs. • Own change and release governance, ensuring structured implementation, risk mitigation, and operational readiness. • Partner closely with CS leadership, IT, and cross-functional teams to deliver process and technology improvements. • Act as the trusted CS process SME, enabling informed decision-making and ensuring alignment with strategy and CX objectives. • Drive effective communication and stakeholder engagement, adapting global initiatives to regional operational realities. • Represent CS operations in global programs and change initiatives, ensuring consistency, alignment, and successful adoption. What makes you successful: • Tech savviness and digital fluency, with hands-on experience of enterprise technology platforms and IT-delivered solutions. • Data analysis, interpretation, and visualisation skills. • Continuous improvement expertise (Lean / Lean Six Sigma, DMAIC). • Solid understanding of change and process governance frameworks, with the ability to design scalable, end-to-end process frameworks. • Excellent written communication with the ability to tailor messages to diverse audiences. • Strong stakeholder engagement and cross-functional collaboration skills across CS leadership, IT, and other enabling functions. • Organizational awareness and ability to translate complex updates into clear, actionable communication. • Adaptability, autonomy, and resilience, with a customer experience mindset in a dynamic, evolving environment. • Bachelor’s degree and typically 5–8 years of related experience. What you’ll get: * A comprehensive onboarding and training on the job. * Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities. * 5 additional vacation days, with potential for more for parents, students, and other cases with approval. * Opportunity to work from other countries for up to 30 days per year. * Health Insurance including reduced premiums available for dependents. * Life and Accident insurance coverage. * 3rd Pillar Private Pension plan. * Health and Wellness programs, including access to online coaching and therapy sessions * Fertility, Family forming, Menopause and Men’s health support services. * Regular team-building events that foster collaboration and connection. * Best-in-class training and career development programs. * Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more. * Access to a fitness tracking app with rewards for staying active. * Free parking...