Position Title: Service Experience Analyst
Makati City, Metro Manila, National Capital Region (NCR), PH, 1210
Be a part of our transformation.
At PMI, we’re transforming our business and the way we deliver services to our people. As part of this journey, we are creating a seamless, data‑driven, and globally aligned employee experience — and you can play a pivotal role in making that happen.
We are looking for a Global Service Experience Specialist who will help shape how we manage service assets, drive operational excellence, and ensure strong governance, compliance, and quality within our global P&ED services. This role sits at the heart of our employee experience ecosystem, working with diverse teams across markets and functions.
Your ‘day to day’
In this role, you will:
Build and Maintain Capacity Planning Framework
- Partner with delivery teams to maintain and optimize capacity plans
- Support data gathering and provide guidance on framework usage
- Educate stakeholders and ensure consistent adoption across teams
Maintain and Evolve the Service Catalogue
- Keep our service catalogue updated and aligned with global standards
- Communicate changes and partner with stakeholders for continuous improvement
Oversee Process Documentation & Quality
- Support creation, review, and updates of process documents and SOPs
- Conduct regular quality checks to ensure accuracy and compliance with templates
Lead Incident & Escalation Management Activities
- Support design and rollout of the incident & escalation management framework
- Conduct training sessions and support user acceptance testing
- Track root causes and ensure corrective actions are closed
Drive a Strong Controls & Compliance Culture
- Run regular compliance checks and recommend remediation
- Support data governance cleanup and ongoing monitoring
- Participate in audits and work with teams to reduce process risks
Support Global Process Improvements & Projects
- Collaborate across P&ED and global teams on functional and cross‑functional initiatives
- Contribute insights that drive better employee and service experiences
Who we’re looking for
- Degree in HR or Business
- Extensive experience in Global HR services, HR delivery, or shared services
- Strong understanding of HR controls, compliance, data governance, and GDPR
- Advanced skills in Excel, with experience in automation
- Strong experience in SharePoint, PowerApps, Office 365 tools, and working knowledge of Power BI
- Familiarity with HR tools (e.g., Salesforce)
- Strong stakeholder management, problem‑solving, and communication skills
- A passion for service experience and using data to tell meaningful stories
Key Things to Know Before You Apply
- This is a global role based in Manila.
- The work involves close collaboration with cross‑market teams.
- Strong proficiency in data, digital tools, and HR governance is essential.
- Experience in shared services or global HR operations is highly advantageous.
Work Schedule and Location
- Hybrid work arrangement based in Rockwell, Makati City
What we offer
At PMI, you’ll join a global organization redefining the future of our business. Expect a culture that values learning, collaboration, and continuous improvement — with opportunities to grow your career while contributing to high‑impact work across markets.
Additionally, our competitive Compensation & Benefits package includes:
- Guaranteed 14th Month Pay: Enjoy an extra month of salary every year.
- Comprehensive HMO Coverage: Health insurance for you and your qualified dependents.
- Annual Medical Reimbursement: Receive up to PhP 10,000 for medical expenses.
- Retirement Plan: Secure your future with our robust retirement plan.
- Leave Conversion: Convert unused leaves into additional cash benefits.
Philip Morris International is certified globally by both the Top Employer Institute and the Equal Salary Foundation.
