Service Management Senior Analyst
Service Management Senior Analyst
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Job Description
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life the creators bringing them to your living rooms and the dreamers creating whats next
From brilliant creatives to technology trailblazers across the globe WBD offers career defining opportunities thoughtfully curated benefits and the tools to explore and grow into your best selves. Here you are supported here you are celebrated here you can thrive.
Your New Role...
Is part of WBD Global Business Services Organization (GBS). It belongs to GBS Governance and Customer Experience Team which supports globally all functions of GBS. As a Service Management Senior Analyst you will play a key role in enhancing customer experience supporting internal communication and driving data-driven decision-making. You will be responsible for creating presentations managing databases maintaining portals and assisting in various analytical and reporting tasks. Additionally you will support communication efforts and contribute to the improvement of processes and training materials.
Your Role Accountabilities
Support the execution of the GBS Customer Experience strategy
Assist in coordinating and delivering customer experience training sessions and workshops
Support the execution of the VoC program analyzing customer feedback and insights to drive improvements
Monitor key experience metrics such as Net Promoter Score (NPS) and VoC insights leveraging tools like the Value Proposition Canvas for prioritization
Maintain an up-to-date GBS Customer Database to ensure accuracy and accessibility of customer information
Prepare high-quality presentations and materials for senior leaders to support strategic decision-making
Maintain and update the internal portal ensuring relevant materials such as org charts and informative content are available for internal stakeholders
Serve as a backup for budgeting forecasting and financial controlling tasks as needed
Support in creation of internal communication presentations and materials for Senior Leaders
Qualifications & Experiences...
Bachelors degree preferably in finance media communication or sociology
At least 3-5 years of experience in multinational environment
Fluent in English written and spoken
Excellent knowledge of PowerPoint
Experience in working graphic design tools i.e. Canva LucidCharts Miro
Team player excellent time management skills flexibility
High level of service-mindset and results-orientation
Great organizational and interpersonal skills
Whats in it for you...
contract of employment
hybrid work
benefits package: private medical care life and accident insurance MyBenefit cafeteria platform sports card social fund retirement pension plan Employee Referral Program
free access to the Max platform
work-life balance initiatives: well-being platform yoga massages educational webinars Employee Support Program film screenings organized by employees in the office cinema
training and development: 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
CSR activities: volunteering ecological and social initiatives
access to parking spaces
#LI-Hybrid
Hybrid Working - This role is advertised as a Hybrid work model that combines remote and in-office work following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.How We Get Things Done
This last bit is probably the most important! Here at WBD our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit regardless of sex gender identity ethnicity age sexual orientation religion or belief marital status pregnancy parenthood disability or any other category protected by law.If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process please visit our accessibility page for instructions to submit your request.
Required Experience:
Senior IC
Employment Type
Full-Time
