Global NPS Programme Manager and Process Excellence Lead

Global NPS Programme Manager & Process Excellence Lead

Job Title - Global NPS Programme Manager & Process Excellence Lead

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual for role of Global NPS Programme Manager & Process Excellence Lead will drive the successful execution of SN enterprise-wide Net Promoter Score (NPS) Operating System in partnership with the SNOS team and external vendor. This role will own governance, program tracking, insights deployment, and cross-functional alignment for the NPS programme while also acting as the global custodian of process documentation across Customer Care, Global Supply Chain, and Network Planning. Role ensures that customer insights and process redesign efforts translate into actionable value, supporting transformation, standardization, and AI-automation initiatives with robust, compliant, and scalable process frameworks.

What will you be doing?

• Serve as the day-to-day programme manager for the Global NPS Operating System. Ability to lead process discovery workshops across multiple geographies and cultures.
• Lead governance, programme cadence, timelines, risk management, and stakeholder communication. Strong understanding of end-to-end value streams.  
• Hands-on experience in process mapping tools (e.g., Visio, Signavio, Celonis, ARIS).
• Familiarity with ERP and CRM platforms: SAP (ECC, IBP, APO) and Salesforce preferred.
• Strong grasp of compliance, internal controls, and audit frameworks. Demonstrated ability to design and roll out standardization frameworks across regions.
• Ability to engage senior stakeholders and act as a trusted advisor to global leadership. Partner with regional Customer Care, Commercial, and Marketing teams to support customer outreach lists, feedback loops, and follow-up actions.
• Experience working with or alongside automation/AI teams to translate processes into technology-enabled solutions
• Manage the relationship with the external consultant/vendor, ensuring survey readiness, output quality, SLA performance, and continuous improvement.
• Coordinate closely with SNOS to embed NPS Inner Loop, Outer Loop, problem-solving rituals, and customer feedback operating mechanisms. Produce and maintain NPS dashboards, monthly reporting packs, insights summaries, and executive readouts.
• Facilitate insight-to-action workshops, identifying customer themes, root causes, and improvement initiatives.
• Track execution of improvement actions and monitor their impact on customer experience outcomes.

What will you need to be successful?  

• Education: Bachelor’s degree in engineering, Computer Science, Supply Chain, or Business.
• Master’s degree (MBA/PGDM) in Operations, Supply Chain, or Transformation strongly preferred.
• Licenses/ Certifications: Lean Six Sigma Black Belt or equivalent advanced certification required.
• Project Management Certification (PMP, PRINCE2, or Agile/Scrum) desirable.
• Exposure to process mining tools (Celonis, Signavio, UiPath Process Mining) is a plus.
• Operating Mode: Work from office – Kharadi, Pune – 5 days in a week. Flexible to work in any shift.
• Experience:
• At least 8 years of experience in Process Excellence, Business Transformation, or Global Business Services (GBS).
• Proven track record of global process harmonization and transformation initiatives. Hands-on experience with SAP Order Management and Supply Chain Planning workflows.
• Exposure to digital transformation, RPA, and AI-driven process improvement.
• Strong experience in governance, compliance, and control frameworks. Exceptional analytical, problem-solving, and process design skills.
• Ability to design clear visual process maps and frameworks. Ability to take data sets and translate to data insights including ability to communicate insights effectively to C-level leadership.
• Strong stakeholder management and influencing capability across geographies. Ability to facilitate and communicate with impact. Demonstrated ability to influence outcomes in a global matrix environment.
• Growth mindset — curious, adaptable, and open to embedding AI as part of process redesign. Resiliency to persevere when faced with obstacles and challenges.
• Ability to prioritize and organize multiple tasks and maintain focus amidst interruptions. 

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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Experience Level

Senior Level