Lead Analyst

About the job

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started? Join our Digital Team as Lead Analyst and you can help make it happen. This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence designs, implements, and maintains scalable, efficient, and user-centric Enterprise Service Management (ESM) capabilities that connect Sanofi employees and partners with operations through standardized frameworks and solutions​. Job job:you serve as a senior strategic enabler and execution lead for the service lines, providing guidance, coordination and leadership of cross-service initiatives to enhance their service management capabilities. While service lines maintain ownership and responsibility for their services, this role ensures they consistently adopt and operationalize service excellence practices, and that improvement initiatives are delivered at scale with measurable impact.

Main responsibilities

Performance Analysis and Insights

• Develop, standardize, and maintain key performance indicators (KPIs) for service management across service lines
• Consolidate and analyze service performance, customer feedback, and effectiveness metrics across multiple services
• Provide actionable and structured insights to service lines and stakeholders on service performance
• Identify systemic trends and recurring issues and highlight cross-service improvement opportunities
• Support the preparation of executive-level performance reporting

Strategic Guidance and Support

• Guide service lines in establishing and consistently applying effective service management practices
• Provide consultative support to help service lines prioritize and execute service improvement efforts
• Support the translation of service excellence priorities into concrete action plans and deliverables
• Contribute to key initiatives by providing structured expertise and coordination across stakeholders

Quality Control and Governance

• Communicate and reinforce quality standards and best practices for service delivery
• Conduct scaled and structured reviews and provide feedback to service lines on service quality
• Track and follow up on identified gaps and remediation actions
• Support governance forums through analysis, reporting, and coordination
• Alert service line leaders about compliance issues or quality concerns

Capability Building and Enablement

• Design and deliver targeted training programs to enhance service lines' service management capabilities
• Ensure consistent adoption of tools, templates, and guidelines across service lines
• Coach service teams on best practices while supporting practical implementation
• Contribute to making service lines progressively more autonomous and mature in service management excellence
• Facilitate knowledge sharing and best practice dissemination across teams

·       Continuous Improvement Facilitation

• Identify systemic issues affecting service quality across service lines
• Lead or coordinate cross-functional improvement initiatives to address root causes
• Recommend and support implementation of process improvements and technology enhancements
• Track and measure impact and outcomes of improvement initiatives
• Facilitate cross-functional learning and ensure reuse of successful improvement practices

About you

• 7+ years of experience in service management or related fields
• Proven track record in driving service improvement through structured initiatives and cross-functional collaboration
• Experience working with global, cross-functional teams in an advisory and coordination capacity
• Experience in a business domain preferred
• Hands-on experience with service management systems (ServiceNow, etc.)
• Experience in implementing service management methodologies and supporting their adoption

Soft skills:

• Strong consultative approach combined with delivery and coordination capabilities
• Excellent communication skills with ability to translate data into actionable insights
• Ability to influence stakeholders and drive alignment without direct authority
• Collaborative mindset with focus on enabling others' success
• Customer-centric perspective with focus on end-user experience

Technical skills:

• Advanced in data analytics and performance measurement
• Advanced in service management systems and practices
• Advanced in MS Office, particularly Excel and PowerPoint for data analysis and presentation
• Strong understanding of process optimization and service improvement methodologies
• Strong knowledge of service management frameworks
• Good understanding of data modeling concepts (relational and dimensional), with the ability to create and maintain basic to medium-complexity models and effectively engage specialist architects or data engineers for advanced requirements
• Working knowledge of business service management tools
• Understanding of data privacy principles and information governance

Languages: English (fluent)

Why choose us?

·       Bring the miracles of science to life alongside a supportive, future-focused team in an international work environment

·       Work from an "Office of the Year 2023" award winner with flexible home office policy

·       Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact

·       Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave

·       An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks

·       Join a great community & special events (Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs)