About the job

Our Team:

This position is part of the Connect to Resolve (C2R) organization, a transversal organization into Sanofi Business Operations. Connect to Resolve (C2R) focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.

The team is composed of other Process Leads, Project Managers, Solution Leads and of Business Analysts.

Main responsibilities:

• Define/document (flowcharts, CORE model document and taxonomies) and continuously improve Service Mangement and User Experience global processes by leading workshops and leveraging your network (internal/external).
• Implement the process change defined by leading or contributing to projects (Project organization/charter, activities, and documentation: from the definition of the business requirements, the test plan/cases, to the cut-over and hand-over activities) / Report on key project milestone, deviation, risk. Take ownership on remediation plans.
• Take ownership (product owner) of the solutions/part of the solutions of Service Management and User Experience by continuously refining solutions delivered in AGILE mode.
• Drive continuous improvement by collecting the needed data, feedback, and benchmarks.
• Support the service lines teams all over the world to improve their self-service offering and any objective of the CORE Model.

About you

Experience:

• Experienced in Business organisations, with focus on delivery
• Process design and implementation on Service Management
• Project management, especially in the deployment of Business and/Service tools
• User Experience and user surveys
• Reporting/dashboard solutions

Soft skills:

• Well organized: structure, prioritize and meet deadlines.
• High level of interpersonal/communication skills with an ability to communicate and present on different levels in the organization.
• Effective business partnering and customer relations management.
• Strategic thinking

Technical skills:

• Advanced in MS Office (Excel, Word, PowerPoint)
• Advanced in Process design solutions (ex: Signavio, Visio) and Process modelling
• Advanced in Service management frameworks (ex: ITIL, KCS)
• Advanced in LEAN, Design Thinking, and Continuous Improvement frameworks
• Advanced in Project management methodologies (ex: Waterfall, AGILE)
• Advanced in Data privacy principles
• Advanced in User experience and user research methodologies
• Advanced in Surveying principles
• Basic knowledge in Service Management tools (ex: ServiceNow, Neocase)

Languages: English (fluent)

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!