Service Experience Analyst

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.

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