About this role
About the Role The Business Analyst, Field Excellence – CRM is a global role within GCCI, contributing directly to the Field Excellence strategy for the JAPAC region. You will help deliver high-quality CRM support, optimize and standardize processes, and drive operational excellence across multiple markets. We value curious, analytical, collaborative professionals who challenge the status quo and pursue continuous improvement. What You'll Do
- Help define and embed best-in-class CRM and Field Excellence standards
- Drive problem-solving through root cause analysis and sustainable solutions
- Support affiliates/markets by providing high-quality CRM assistance for complex issues
- Partner directly with business stakeholders to understand needs and craft effective solutions
- Collaborate across business, technical, and operations teams to ensure alignment and timely delivery
- Use automation and AI-enabled tools to enhance efficiency and scalability
- Continuously refine support models using data insights and performance metrics
- Work closely with first-line support, DTI/Technology, and external vendors
- Contribute to documentation, training, and adoption of new capabilities
- Engage actively in the global Field Excellence community within GCCI What We're Looking For
- Diverse and curious mindset; strong communication and collaboration in global environments
- Bachelor's degree in Business, Information Technology, Computer Science, Life Sciences, or related field
- Minimum of 5 years of experience in Pharma, Business Analysis, CRM, Field Excellence, or related roles
- Strong analytical, problem-solving, and troubleshooting skills
- Ability to work effectively across global and virtual teams
- High initiative, ownership, and self-motivation
- Strong attention to detail in managing data, templates, documentation, and quality-control activities
- Strong technical affinity and commitment to continuous learning
- Passion for continuous improvement and process optimization
- Fluency in English (spoken and written)
- Effective communication skills for stakeholder-facing work