Business Analyst, Customer Operations

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.