Makati City, Philippines


People & Culture



Job ID


Be a part of a revolutionary change! At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. The scale of our transformation means we’re effectively building a vast new business, at pace. In P&C (People & Culture - our HR function), we have a huge part to play, defining and shaping our new customer focused culture, organising functions to work more effectively together and attracting the best talent with new types of skills to join us. It’s an exciting, ever-changing environment – ideal for HR subject experts who are driven, disruptive and dynamic. If you’re comfortable with ambiguity and excited by the challenge of shaping things from the ground up, you’ll be in your element here. There’s endless space to develop too, so you’ll be progressing your career as fast as you build our smoke-free future. The Global Service Experience Sr. Specialist is part of the Global Service Experience Team that will define, monitor and manage P&ED (HR operations) service performance. This role is created to build and manage the standard platform that will demonstrate the Operational Excellence of P&ED services. In addition, this role will support the broader technology and process improvement initiatives of the Global Service Experience Team. Your ‘day to day’ Build Service Performance Reporting/ Dashboards • Work with the Product Management Team, Product Owners, and relevant teams to define & develop Performance reports and dashboards for all P&ED (HR Operations) functions; the expected performance reporting tool will be PowerBI. Automate service performance reports and dashboards for optimal data mining/ analysis. Service Performance Reporting • Create P&ED (HR Operations) service performance reports and dashboards for targeted audiences to agreed frequencies. • Create ad hoc service performance reports for targeted insights and analysis. • Develop basic analytical models with tools that assess service performance and help solve business problems / provide directions for P&ED (HR operations) functions. • Partner with Service Delivery teams to monitor service performance, identify process and propose initiatives for experience improvements as well as develop data quality control tools • Translate Service Delivery data to present clear and insightful business metrics and insights to support decision making within P&C management, implementing predictability in behavior patterns to anticipate business needs • Participate in creating a strong data visualization strategy, including helping users to become more analytical and self-sufficient with their data Process Improvement and Projects • Support the broader Global Service Experience Team in executing functional and cross-functional projects • Upskill the Service Performance & Insights team on PowerBI and relevant technology platforms Qualifications • Strong PowerBI skills • Strong background in SharePoint, PowerApps, and other Office365 applications • Innovative and strong problem-solving skills • Experience with scripting languages for orchestration and data manipulation • Data engineering experience, including SQL and experience manipulating structured and unstructured data sources for analysis. • Technically advanced in MS Office (Excel and PowerPoint) and business Intelligence tools (eg Power BI, Tableau) • Knowledge of data modelling and database technologies. • Strong acumen / interest in employee/ service experience • Strong communication skills (verbal and written/visual) to create and deliver insights through numbers What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers.