Customer Service Specialist

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.
About the Role
The purpose of this role is to support our Funding management (Customer care) operations through accurate reporting, data analysis, process optimisation, and automation. The role will focus on creating and maintaining reports with patient data and dashboards, supporting Power BI solutions, identifying opportunities to improve operational processes across multiple systems, including SAP, SAP CRM ICE, S4Hana and PCRM and turning data into meaningful insights that support fact-based decision-making. This role also includes supporting system migrations, ensuring smooth transitions by coordinating with relevant stakeholders, validating data integrity, and maintaining operational continuity.
This role requires the ability to collaborate effectively with operational and cross-functional teams, HCPs, patients, Field Sales teams, and Technical Consultants.
MAIN RESPONSIBILITIES
Create, maintain and improve operational reports, dashboards and performance metrics.
Translate stakeholder and business requirements into effective reporting and data solutions.
Ensure data accuracy, quality and completeness, identifying and resolving discrepancies.
Analyse data to identify trends, anomalies, opportunities and actionable insights.
Develop metrics to measure process performance and identify improvement opportunities.
Present analysis, performance and improvement recommendations to stakeholders.
Identify and implement process improvements to increase efficiency, quality and customer outcomes.
Support automation initiatives to reduce manual effort, processing time and errors.
Support data cleansing, master data management and data migration activities, including S/4HANA migration.
Investigate and resolve data and system issues during testing and implementation.
Collaborate with cross-functional teams to deliver improvement initiatives and projects.
Support data-driven improvements across Customer Care operations.
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KEY MEASURES & EXPECTED RESULTS
Continuity of Funding through accurate and timely reporting.
Reduced manual administration and processing time.
Improved process efficiency, consistency and accuracy.
Increased team capacity for higher-value activities.
Reduced errors, rework and data-related issues.
Demonstrable benefits from reporting, automation and continuous improvement initiatives.
Improved visibility of operational performance and trends.
Successful and accurate transition of data to S/4HANA.
QUALIFICATIONS
Required [Education, Experience, Skills & Capabilities]
3–5 years of experience in Customer Care, Customer Service, or a similar operational environment, ideally in the healthcare industry
Commercial acumen with relevant professional experience, or a degree in Business management, Data analytics, Computer Science, Business Administration, or a related field
Strong analytical skills with proven experience in process analysis, reporting, and data-based problem solving
Strong verbal and written communication skills, with the ability to record and present information clearly and accurately with a customer oriented and collaborative mindset
Proficiency in MS Office and SAP (R/3, S/4HANA); experience with system migrations is a strong plus
Proficiency in Power BI, Python, SQL, Power Automate, and related data and automation technologies.
Flexible and adaptable approach, with the ability to manage multiple priorities
Independent and structured working style
Preferred
Experience in funding, accounts, or customer support operations within the medical device, healthcare, or other regulated industries.
Knowledge of diabetes therapies and/or medical devices.
Understanding of the UK healthcare system, including NHS funding pathways.
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Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
MiniMed offers a competitive salary and flexible benefits package
At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.
About MiniMed
We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey — meeting them where and how they need it.