Service Excellence Analyst

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! 

Learn more about us as a workplace upm.com/careers

We are looking for a Service Excellence Analyst to join our team in UPM Business Hub Poland in Wrocław.  

Greetings from your future manager

"We are looking for a curious, analytical, and proactive person to join our Service Excellence team. Our mission is to drive continuous improvement and performance transparency across UPM Business Hub Poland by turning data into meaningful insights and supporting high-quality service delivery. In this role, you will play a key part in analyzing performance, identifying improvement opportunities, and helping us build a culture of data-driven decision-making. As your future manager, I look forward to working with you and supporting you in bringing your expertise, fresh perspectives, and passion for excellence to our shared success." - Sophie Schnepf, Senior Manager, Service Excellence

What you will do

• Monitor and analyze service performance across delivery towers using defined KPIs and SLAs for Business Hub service delivery processes

• Prepare regular service performance reports and dashboards for Service Management and leadership

• Support development and maintenance of Business Hub service performance frameworks and metrics

• Analyze customer and user feedback to identify improvement opportunities

• Support external and internal benchmarking activities to assess service competitiveness

• Contribute to service catalogue optimization through usage and performance analysis

• Collaborate with Data & Analytics teams to ensure data availability and reporting accuracy

• Support continuous improvement initiatives across Service Management and delivery towers

Who you are

• You have a master’s degree in business, engineering, analytics, or related field

• You have minimum 2-3 years of experience in analytics, reporting or operational support roles

• You have experience with reporting and visualization tools (e.g., Power BI, Excel)

• You have strong analytical skills with ability to interpret data and identify trends

• You understand service management or shared services environments is an advantage

• You have a strong attention to detail and a structured way of working and good stakeholder communication skill 

• You are fluent in English; other languages are considered an asset

This is what we offer to you

• A meaningful job: We have an inspiring purpose “We renew the everyday for a future beyond fossils”. Our work is impactful and transformative.
• A caring community: Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
• Development opportunities: We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
• Responsible employer: Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas, from climate change mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working 

Additional information

This position offers a hybrid working model, combining remote work from home with regular on-site collaboration in Wrocław.

The position holder will report to Senior Manager, Service Excellence.

How to apply

Please apply via the link above and attach your CV latest August 13, 2026. Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline.  

For support with submitting your application, please contact HR Services at [email protected] or tel. +48123999499.

Country-specific information

If you have any concerns about the recruitment and selection process, you can report those online through the UPM Report Misconduct channel using the link: https://www.upm.com/investors/governance/compliance/reportmisconduct/.

UPM business information

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. In Poland, UPM is running two factories near Wrocław, a Human Resources Service Center in Kraków and UPM Business Hub at the heart of the city of Wrocław. At the moment, the Wrocław Hub brings together over 600 professionals in customer, supplier and financial services.

What makes us unique? The Finnish leadership culture encourages people in personal growth and self-development, and our values - trust and be trusted, achieve together, renew with courage – are visible in our everyday work. We are inspired by the limitless opportunities of the bioeconomy and we lead the way towards a future beyond fossils. Got interested? Join us on this exciting path! #growthwithUPM

If you wish to get more insight about who we are, check out this page! 

UPM – we renew the everyday 
Read more: upm.com

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