Senior Customer Support Operations Analyst

About noonWe’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Business Analyst who can help us move even faster.noon’s mission: Every door, every day.What you'll do:Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.The Senior Business Analyst will be a critical part of the Customer Service/Customer Experience team, responsible for leveraging advanced data analysis to identify opportunities, define business requirements, and drive key strategic projects that improve the customer journey, enhance operational efficiency, CS operations KPI and increase customer loyalty and retention. This role serves as the essential bridge between the Customer Service operations, Product/Tech teams, and senior leadership.Key ResponsibilitiesData Analysis & Insights:Conduct deep-dive, end-to-end analysis on massive, complex, multi-dimensional customer service datasets (e.g., ticket volume, contact drivers, resolution time, CSAT/NPS, operational costs) for all Business units in noon – noon, noon in Minutes, Namshi, NowNow and noon foodIdentify trends, patterns, and root causes of customer friction, operational bottlenecks, and pain points in the customer journey across various channels (chat, email, voice, self-service).Translate complex data findings into clear, concise, and actionable business recommendations for product, operations, and leadership teams.Stakeholder & Project Management:Partner with cross-functional teams (Product, Engineering, Operations, Growth, Finance) to define and document functional and technical requirements for customer service-related initiatives (e.g., self-service tool development, automation projects, CRM enhancements).Lead discussions with senior management to prioritize projects based on analytical business cases (ROI, impact on customer experience and cost savings).Act as the Subject Matter Expert (SME) for customer service data and processes during project implementation, ensuring technical solutions align with business needs.Reporting & Measurement:Design, develop, and maintain automated dashboards, reports, and key performance indicators (KPIs) using BI tools - Power BI, google dashboards, tableau etc to track the health of customer service operations and the impact of implemented changes.Define the measurement framework for new features, products, and process changes to ensure clear and consistent evaluation of success.Lead A/B testing and experimentation efforts to validate hypotheses and measure the effectiveness of operational and product changes on customer outcomes.Process Improvement & Innovation:Develop and implement forecasting models for contact volume and resource planning.Drive the adoption of data-driven decision-making within the customer service and operational teams.What you'll need:Technical Expertise (Must-Have)8+ years of experience in a Business Analyst, Senior Data Analyst, or similar analytical role, preferably within an e-commerce, quick commerce, retail, or fast-paced logistics/service company.Expert proficiency in SQL for querying, manipulating, and analyzing large, complex datasets (experience with writing complex queries, joins, window functions is essential).Demonstrable expertise with data visualization tools such as Tableau, Power BI, or similar BI platforms for dashboard creation and reporting.Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data modeling).Solid foundation in statistical analysis and probability (e.g., hypothesis testing, regression analysis, statistical significance).Core CompetenciesExceptional Problem-Solving and Analytical Skills: Ability to break down ambiguous business problems into structured analytical components and deliver practical, impactful solutions.Strong Business Acumen: Deep understanding of customer service operations, metrics (CSAT, NPS, AHT, FCR, cost per contact), and how they impact the overall e-commerce business.Communication and Stakeholder Management: Excellent verbal and written communication skills with the ability to clearly articulate complex technical insights to non-technical business leaders and influence data-backed decisions.Ownership & Drive: Proven ability to work independently, manage multiple priorities in a fast-paced environment, and take end-to-end ownership of deliverables.Preferred QualificationsBachelor's or Master's degree in Business Administration, Engineering, Computer Science, Economics, Statistics, or a related quantitative field.Familiarity with e-commerce platforms or Customer Relationship Management (CRM) systems and data structures.Knowledge of Agile methodologies and experience working within a product development lifecycle.Who will excel?We’re looking for people with high standards, who understand that hard work matters.You need to be relentlessly resourceful and operate with a deep bias for action.We need people with the courage to be fiercely original.noon is not for everyone; readiness to adapt, pivot, and learn is essential.