Only 24h Left Senior Business Analyst

14 hours ago


Gurugram Gurugram India noon Full time

Job Description

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, 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 Responsibilities

Data 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 food
- Identify 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 Competencies

- Exceptional 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 Qualifications

- Bachelor'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.


  • Controls Analyst

    2 weeks ago


    Gurugram, Gurugram, India myGwork - LGBTQ+ Business Community Full time

    Job Description This job is with Moody&aposs, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. At Moody&aposs, we unite the brightest minds to turn todays risks into tomorrows opportunities. We do this by striving to create an inclusive environment...


  • Gurugram, India Fidelity International Full time

    Job Description About the Opportunity Job Type: Permanent Application Deadline: 05 September 2025 Job Description Title SeniorTest Analyst DepartmentGPS - RPM Capability Location Gurgaon, India Reports To Test Manager Level Grade 3 We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved...


  • Gurugram, India Sprinklr Full time

    Job Description Role Responsibilities: - Collaborate with stakeholders to gather and document business requirements for CCaaS solutions. - Analyze and optimize contact center workflows for automation and efficiency. - Create UAT test cases, assist in deployment, and ensure successful implementation. - Work cross-functionally to align technical design with...


  • Gurugram, India Almonds Ai Full time

    Senior Business AnalystAs a Senior Business Analyst at Almonds AI, you will be responsible for gathering, documenting, and analyzing business requirements from stakeholders. Your goal is to translate these needs into technical solutions that drive business growth.Main Responsibilities : - Collaborate with cross-functional teams to define user stories, use...


  • Gurugram, India Boston Consulting Group Full time

    Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building...


  • Gurugram, India LENS Corporation Full time

    About Us LENS Corporation is a global AI and Computer Vision innovator, building cutting-edge solutions in video management, analytics, biometrics, and edge computing. We serve enterprises, governments, and defense sectors worldwide, delivering high-performance, secure, and scalable technology. Role Overview We are seekinga Business Analystanda Senior...


  • Gurugram, India Fidelity International Full time

    Job Description About The Opportunity Job Type: Permanent Application Deadline: 05 October 2025 Job Description Title: Senior Business Analyst Department: Enterprise Change and PMO Location: Gurgaon, India Level : 3 About Fidelity International We're proud to have been helping our clients build better financial futures for over 50 years. How have...


  • Bengaluru, India NTT Data Full time

    Job Description NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a ERP Senior Analyst to join our team in Bangalore, Karntaka (IN-KA), India (IN). 5+ years of experience in...

  • Data Analyst

    4 days ago


    India Flexi Roundtables : Top 1% Leaders Full time

    Job Description: Data Analyst Location: Bengaluru (Hybrid) Company: Flexi Roundtables About Us Flexi Roundtables is India’s fastest-growing leadership engagement platform, curating invite-only experiences for Top 1% leaders across technology, BFSI, manufacturing, and GCCs. With a community of 400K+ leaders and clients like AWS, Snowflake, and global...


  • Gurugram, Gurugram, India Lenskart.com Full time

    Job Description About the Company The person will be managing the Lenskart&aposs products and will be responsible for ensuring that the product is aligned with the short term tactical and long terms strategic goals of the company. You will be working with an experienced team of engineers, content writers, animators and designers to take the product through...