Business Analyst

Role : Business Analyst, Customer Operations

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.

What Were Looking For :

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

- 3 - 5 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 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