Senior Service Management Analyst

. Drive execution of the GBS Customer Experience (CX) strategy, ensuring alignment across functions and regions .

Posted 5/8/2026full-timeWarsaw • 🇵🇱 PolandSeniorWebsite

Key responsibilities & impact

Drive execution of the GBS Customer Experience (CX) strategy, ensuring alignment across functions and regions
Own and evolve the Voice of Customer (VoC) program, translating feedback into actionable insights and measurable improvements
Analyze and interpret CX metrics (e.g., CSAT, satisfaction drivers, feedback trends) to identify opportunities and influence decision-making, partner with stakeholders across GBS and business teams to improve service delivery and customer perception
Design and deliver engaging training sessions and workshops, embedding a customer-centric mindset across the organization
Create executive-level presentations and narratives that clearly communicate insights, progress, and recommendations
Maintain and continuously improve CX data sources and dashboards, ensuring data quality, usability, and relevance, own and enhance internal communication channels and platforms (e.g., portals, org charts, knowledge materials) to improve transparency and accessibility
Identify and drive process improvements across CX and service management activities, provide backup support for financial planning and reporting activities when required

What you’ll need

Bachelor’s degree (communication, business, sociology, or related field preferred)
3+ years of experience in a multinational or matrix organization
Strong experience in customer experience, service management, and internal communications, proven ability to translate data into insights and actionable recommendations
Advanced PowerPoint skills with the ability to create clear, compelling executive storytelling, experience with collaboration and design tools (e.g., Canva, Miro, Lucidchart), strong stakeholder management and communication skills
Highly organized, proactive, and able to manage multiple priorities, service-oriented mindset with a focus on continuous improvement

Comp & perks

private medical care
life and accident insurance
MyBenefit cafeteria platform
sports card
social fund
retirement pension plan
Employee Referral Program
Free access to the HBO Max platform
well-being platform
yoga
massages
educational webinars
Employee Support Program
film screenings organized by employees in the office cinema
training platform
co-financing of English lessons
Employee Resource Groups
Engagement Club - the opportunity to develop your interests in thematic employee groups
online meetings with experts
volunteering
ecological and social initiatives
access to parking spaces

ATS Keywords

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Hard Skills & Tools

customer experienceservice managementdata analysisCX metricsprocess improvementfinancial planningreporting

Soft Skills

stakeholder managementcommunicationorganizational skillsproactive mindsetservice-oriented mindsetability to manage multiple priorities