drjobs Business Analyst, Customer Operations

Business Analyst, Customer Operations

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1 Vacancy
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Job Location drjobs

Pune - India

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

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. Youll 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.


Qualifications :

We strongly value your talent energy and passion. It will also be valuable to Assent if you have the following qualifications

  • 35 years in business analysis preferably in high-growth or SaaS settings; familiarity with Salesforce CRM SaaS/eCommerce models and business case development.
  • Bachelors degree in Business Information Systems or related field (MBA or certification like CBAP is a plus).
  • Experience using generative AI or automation tools (e.g. ChatGPT Notion AI Alteryx or Power Automate) to drive efficiency and scale analysis.
  • Strategic and business-minded - you are a critical thinker and suggest implement and support efficient and effective operations driving Assent towards continuous improvement.
  • You are proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.
  • Comfortable with ambiguity quick pivots and tight deadlines.
  • Strong communication influencing and stakeholder management skills.
  • Working knowledge of SQL Python or other scripting languages is a plus

 


Additional Information :

Life at Assent

Wellness: We believe that you and your familys well being is important. As a result we offer vacation time that increases with tenure comprehensive benefits packages (details vary by country) life leave days and more.

Financial Benefits: Its not all about the money well its a little about the money. We understand that financial health is important and we offer a competitive base salary a corporate bonus program retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent we are committed to growing and sustaining an environment where our team members feel included valued and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences and fostering a culture of belonging where all team members are included treated with dignity and respect promoted on their merits and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process please contact and we will be happy to help.  

 


Remote Work :

No


Employment Type :

Full-time

Employment Type

Full-time

Company Industry

About Company

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