Senior Business Analyst

About the job

About the Role

Are you passionate about driving operational excellence and exceptional customer experiences? Do you love working using data to drive insights? Join our Customer Experience PMO team to spearhead strategic initiatives that transform customer experiences and eliminate root causes of friction across the customer journey.

As a Senior Business Analyst, you will play a crucial role in analyzing and improving customer experience. You will be responsible for developing comprehensive performance reports, conducting in-depth analyses, and recommending strategies for optimized processes. Your insights will directly impact our ability to deliver exceptional customer service. This position demands both strategic thinking and rapid execution—analyzing complex challenges, facilitating breakthrough improvements, and embedding a culture of continuous improvement across the organization.

What You'll Do:

• Evaluate operational metrics (escalations, transfers, quality etc) and recommend data-driven enhancements to improve customer experience and operational efficiency
• Perform in-depth analysis to identify inefficiencies, bottlenecks, and areas for improvement
• Create high-quality visualizations, dashboards, and reports, along with conducting detailed ad hoc data analysis
• Visualize and report data findings creatively in a variety of visual formats that provide insights to the organization
• Support data requests from PMO team members
• Influence how we approach business challenges and opportunities by driving the adoption of a data mindset approach
• Build and maintain a strong engagement with key stakeholders to understand business needs and priorities
• Responsible for working with team members, which could include peers, third-party teams, developers, testers and Business Analysts, to understand and ensure smooth operations of the services required/requested by the business

What We're Looking For:

Required Qualifications

• Experience: 2-3 years of business analysis experience, preferably in telecommunications, technology, or complex enterprise environments
• Requirements Management: Proven expertise in requirements elicitation, analysis, documentation, and management throughout the project lifecycle
• Analytical & Problem-Solving Excellence: Strong analytical and critical thinking abilities with attention to detail; proven ability to analyze complex problems, identify root causes, and develop practical solutions using statistical analysis and predictive modeling
• Communication & Stakeholder Influence: Excellent written and verbal communication skills with ability to translate technical concepts for business audiences and present data-driven insights to stakeholders at all levels of the organization
• Technical Proficiency:
• Data analysis tools and languages (Python, R, SQL)
• Data visualization platforms (Tableau, Looker Suite)
• Business analysis tools (JIRA, Confluence, Visio, Lucidchart)
• Google Cloud Platform (GCP) and experience analyzing Google and Metadata
• Microsoft Office Suite
• Collaboration & Work Style: Strong team player with ability to engage across all organizational levels; highly motivated, creative, and self-sufficient with proven ability to work successfully under pressure

Great-to-Haves:

• University degree and/or 5-7 years equivalent combination of experience and education
• Experience in high-velocity execution environments with proven track record of delivering measurable improvements in compressed timeframes