Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

As our Global Process Governance Analyst, you will help make customer service processes simpler, clearer and more consistent across our global organization. You will work with teams across regions to understand how processes work today, identify gaps and improvements, and translate them into practical process flows, documentation, guides and standards.

The scope is broad and covers key customer service processes such as order entry, EDI and eCommerce orders, as well as processes connected to ERP systems, Salesforce and other business applications. You will join an international Process Governance team where team members bring different regional and functional expertise.

What you will do

• Analyze, map and improve global customer service and commercial processes, identifying gaps and opportunities for simplification.

• Create and maintain clear process flows, documentation, guidelines and work instructions.

• Work directly with Customer Service teams and local affiliates to understand challenges and improve how processes work in practice.

• Investigate process-related issues, identify root causes and recommend practical solutions.

• Support process design, testing and implementation of business and system changes.

• Contribute to process improvement and change initiatives, supporting teams through implementation and adoption.

• Work with processes across ERP, Salesforce, eCommerce and EDI environments, partnering with relevant business and technical teams.

• Support consistent global standards while considering data governance, data privacy and GDPR requirements.

What you bring

Experience

• 2+ years of experience as a Process Analyst, Business Analyst, Process Engineer or in a similar process-focused role.

• Hands-on experience with process analysis, process mapping, process design or process improvement.

• Experience creating and maintaining process documentation, flows, guidelines or work instructions.

• Experience working with business stakeholders to understand operational challenges and translate them into practical improvements.

• Exposure to change management, process implementation or continuous improvement initiatives.

• Experience within Customer Service, Order Management or related commercial processes would be an advantage.

• Exposure to ERP, CRM, Salesforce, eCommerce or EDI processes would be beneficial.

• Experience working in an international or multi-market environment would be an advantage.

Personal competencies

• Strong analytical and problem-solving skills with the ability to get to the root cause of an issue.

• Clear and structured approach to documenting complex processes.

• Strong communication skills and confidence working with stakeholders across different functions and regions.

• Ability to turn complex information into practical and easy-to-follow guidance.

• Curious mindset and willingness to understand how processes and systems work end to end.

• Collaborative approach and willingness to share knowledge within a global team.

• Ability to balance global standards with practical business needs.

• Professional fluency in English.

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.