Global NPS Programme Manager & Process Excellence Lead
Smith & Nephew(28 days ago)
About this role
The Global NPS Programme Manager & Process Excellence Lead at Smith+Nephew will own the enterprise-wide Net Promoter Score operating system and act as the global custodian of process documentation across Customer Care, Global Supply Chain, and Network Planning. The role focuses on ensuring customer insights and process redesign translate into scalable, compliant frameworks that support transformation, standardization, and AI-automation initiatives. It partners with internal SNOS teams and external vendors to drive governance, program alignment, and measurable customer experience improvements.
Required Skills
- Process Mapping
- Governance
- Stakeholder Management
- Process Mining
- SAP
- Salesforce
- Compliance
- Data Analysis
- Workshop Facilitation
- Project Management
+2 more
Qualifications
- Bachelor's Degree
- Master's Degree (MBA/PGDM) - Preferred
- Lean Six Sigma Black Belt
- PMP
- PRINCE2
- Agile/Scrum Certification
About Smith & Nephew
smith-nephew.comSmith+Nephew is a global portfolio medical technology business. We design and make technology that takes the limits off living.
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