Lead Analyst, Experience Process Integration

Lead Analyst, Experience Process Integration

Lo que hacemos

En Kenvue, nos damos cuenta del extraordinario poder del cuidado diario. Sobre la base de más de un siglo de herencia y arraigados en la ciencia, somos el hogar de marcas icónicas, incluidas NEUTROGENA®, AVEENO,® TYLENOL,® LISTERINE,® JOHNSON'S® y BAND-AID® que ya conoces y amas. La ciencia es nuestra pasión; El cuidado es nuestro talento.

Quiénes somos

Nuestro equipo global está formado por ~ 22.000 personas brillantes con una cultura laboral en la que cada voz importa y cada contribución es apreciada. Nos apasionan las ideas, innovación y comprometidos con la entrega de los mejores productos a nuestros clientes. Con experiencia y empatía, ser un Kenvuer significa tener el poder de impactar a millones de personas todos los días. Ponemos a las personas en primer lugar, nos preocupamos ferozmente, nos ganamos la confianza de la ciencia y resolvemos con coraje, ¡y tenemos oportunidades brillantes esperándote! Únase a nosotros para dar forma a nuestro futuro y al suyo. Para obtener más información, haga clic en aquí.

Role reports to:

Solutions Hub Knowledge and Experience Design Manager

Ubicación:

Asia Pacific, Philippines, Metro Manila, Taguig

Lugar de trabajo:

Híbrido

What will you

The Lead Analyst, Experience Process Integration plays a critical leadership role in advancing our end-to-end employee support experience across the Solutions Hub. This role sits at the intersection of process, knowledge, people support, and AI, with a strong emphasis on shaping strategy, influencing stakeholders, and driving enterprise-scale experience transformation.

 
The Lead Analyst operates with a high degree of independence, owning complex initiatives from problem definition through execution, while proactively identifying opportunities to improve associate experience, enable self-service, and accelerate AI adoption. This role not only delivers improvements but defines the strategic direction and frameworks that guide how experience and process integration is executed across the enterprise.

This role reports to the Solutionshub Knowledge and Experience Design Manager, and can be based in either Manila, Philippines or Bogota, Colombia hubs.

Key Responsibilities & Deliverables

The Lead Analyst, Experience Process Integration is responsible for leading the identification, design, and execution of experience and process improvements across knowledge, service operations, and AI-assisted support. This role partners closely with senior stakeholders across People Support, SMEs, Product, and Platform teams, acting as both a strategic advisor and execution lead to ensure scalable, integrated, and future-ready solutions.

1. Knowledge & Self-Service Strategy and Optimization.

-Own and drive the end-to-end strategy for knowledge effectiveness and self-service experience improvements across People Solutions Operations, with a particular focus on People Support (Contact Center) across functions including and beyond HR.

-Identify systemic operational gaps, knowledge gaps, redundancies, and experience breakdowns and prioritize solutions aligned to business impact.

-Lead engagement with SMEs and stakeholders to translate complex policies and procedures into scalable, AI-ready knowledge frameworks.

-Establish governance, prioritization, and measurement approaches for identifying problems and designing/implementing solutions

-Drive adoption of best practices for process integration solutions, related knowledge designs that tie to operations, and usability across global teams

2. People Support Quality & AI Adoption Leadership

-Define and lead quality frameworks for knowledge usage and AI tool utilization within People Support.

-Identify enterprise-wide patterns and root causes impacting adoption, confidence, and performance.

-Partner with senior leaders to shape enablement strategies, training programs, and behavioral change initiatives.

-Act as a thought leader in AI-assisted service delivery, influencing how tools are deployed and adopted.

-Establish metrics and reporting to monitor performance, adoption, and experience outcomes.

3. Experience & Process Strategy and Transformation

-Own and lead complex, cross-functional process integration initiatives spanning policy, process, knowledge, and technology

-Define strategic roadmaps for experience improvement aligned to enterprise goals and Solutions Hub evolution

-Independently scope, prioritize, and drive initiatives that improve associate experience, quality, and efficiency

-Lead pilots, testing strategies, and scaled rollouts of new experience models

-Develop future-state process designs and influence upstream policy/process decisions

4. Insight, Analytics & Storytelling

-Synthesize complex data (search behavior, knowledge usage, case trends, AI interactions) into actionable insights and strategic recommendations

-Define success metrics and measurement frameworks tied to experience transformation

-Deliver executive-level storytelling and updates with clear, data-driven narratives

-Proactively identify emerging trends and translate them into strategic opportunities

5. Stakeholder Leadership & Influence

-Act as a trusted strategic advisor to senior stakeholders across HR, IT, Procurement, and other enterprise functions

-Lead alignment across cross-functional teams to drive integrated solutions

-Influence decision-making through data, expertise, and strong business acumen

-Represent Experience and Knowledge priorities in enterprise forums, governance, and planning

What We Are Looking For

Required Qualifications

• Bachelor’s degree in Business, HR, Operations, Information Systems, or related field
• 5+ years of experience in service operations, knowledge management, or related disciplines
• Demonstrated ability to independently lead complex, cross-functional initiatives
• Strong analytical and strategic thinking skills, with the ability to influence senior stakeholders
• Proven experience defining strategy and driving execution in a matrixed environment
• Willing to work mid shift, from 3:00 PM to 12:00 am (Manila)

Preferred

• Experience in employee support, shared services, or global service organizations
• Deep familiarity with enterprise knowledge ecosystems and AI-enabled service models
• Experience working with ServiceNow HRSD, Solutionshub, ITSM, Workday, or similar platforms
• Track record of leading transformation initiatives or large-scale process improvements
• Experience operating in global, highly matrixed organizations with senior stakeholder engagement

What’s In It For You

• Competitive Benefit Package
• Paid Company Holidays, Paid Vacation, Volunteer Time & More!
• Learning & Development Opportunities
• Flexible Work Arrangement
• Employee Resource Groups 

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Si usted es una persona con una discapacidad, consulte nuestra página de Disability Assistance para obtener información sobre cómo solicitar una adaptación.