As the Business Analyst of Customer Experience (CX) Operations, you will play a crucial role in bridging the gap between business needs and technology solutions. You support business growth, optimize scaling operations, and align cross-functional teams. You’ll act as a critical connector between business stakeholders and technical teams, helping gather business requirements, build reporting and dashboards, analyze data, and improve day-to-day processes and data-driven strategies. You will be hands-on with data platforms and expected to independently generate insights and reporting using tools like Tableau, Excel, Salesforce and other internal systems.
This position is ideal for a highly analytical and strategic thinker who thrives in ambiguity, adapts quickly to change, and excels at translating complex business needs into practical solutions.
Key Responsibilities
Business Needs Assessment and Requirements Definition
Moving with speed, partner with stakeholders across CX, product, marketing, and operations to understand challenges, opportunities, and evolving priorities.
○ Translate complex business needs into structured, actionable requirements suitable for both technical and non-technical audiences.
Data Analysis and Insight Generation
Assemble and analyze customer experience, customer programs, and operational data to identify key trends, risks, and performance drivers.
Independently build and maintain dashboards and reports using tools such as Tableau, Salesforce, Excel, or Looker Studio to provide real-time visibility into customer health, churn, and CX operational KPIs.
Proactively access and manipulate data from internal systems and tools to support ad hoc analysis, leadership reporting, and strategic initiatives.
Interpret data to inform business decisions, validate solution effectiveness, and support continuous improvement initiatives.
Solution Design and Delivery Support
Document and analyze current-state workflows to identify inefficiencies, bottlenecks, or gaps in execution.
Work closely with Enterprise Business Systems, Revenue Operations, and Solutions Consultants to design systems and tool enhancements that align with business needs.
Produce high-quality documentation including Business Requirements Documents (BRDs), Functional Specifications (FSDs), use cases, and process flows.
Support user acceptance testing (UAT) by developing test cases, coordinating feedback, and confirming delivery meets original intent and business goals.
Assist project managers with initiative scoping, effort estimation, and timeline planning.
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