Process Business Analyst

Process Business Analysis (Customer Service Transformation / Separation)

Role Summary

We are seeking an experienced Business Analyst with strong analytics and process improvement skills to support Customer Service and Customer Experience operations. This role is a temporary, contingent assignment for a fixed duration of 12 months and extendable. The position focuses on delivering data-driven insights, process analysis, and operational improvements in a cross-functional environment.

Key Responsibilities

 Support Customer Service flow separation analyzing processes to identify

entanglement, inefficiencies, risks, and improvement.

 Document business requirements, current-state processes, and pain points in

collaboration with stakeholders.

 Collect, analyze, and interpret operational data including SLAs, volumes, cycle times,

productivity, and cost drivers.

 Develop and maintain dashboards, KPIs, and reports to support operational and

management decision-making.

 Perform root-cause analysis and translate analytical findings into clear, actionable

recommendations.

 Support Lean and continuous improvement initiatives through analytics and execution

tracking.

 Partner with Digital, IT, and Data teams on analytics enablement, system enhancements, and automation initiatives.

 Prepare executive-ready materials for governance reviews and stakeholder updates.

Required Qualifications

Education: Bachelor’s degree in Business, Engineering, Supply Chain, Analytics, or a related

field.

Experience: 5–7 years of experience in Business Analysis, Analytics, Process Improvement, or Operations roles.

Required Skills

 Strong analytical and problem-solving skills

 Advanced Excel skills and experience with analytics or visualization tools (e.g., Power

BI, Tableau)

 Experience working with operational KPIs and performance metrics

 Ability to translate data into business insights and recommendations

 Strong written and verbal communication skills in English

Preferred Skills

 Lean or Six Sigma exposure

 Process mapping tools (e.g., Visio)

 Experience with enterprise systems such as SAP or CRM platforms

 Experience supporting regional or global initiatives