Business Analyst

Tasks About MBRDI Mercedes-Benz Research and Development India MBRDI headquartered in Bengaluru with a satellite office in Pune is the largest R D center for Mercedes-Benz Group AG outside of Germany Our mission is to drive innovation and excellence in automotive engineering digitalization and sustainable mobility solutions shaping the future of mobility Summary of the Job The Business Analyst - Customer Care Center plays a pivotal role in driving customer satisfaction operational efficiency and strategic improvements across the Customer Service function This role focuses on analyzing customer interactions feedback service metrics and business processes to identify trends areas for improvement and opportunities for digital enablement The analyst works closely with cross-functional teams including IT operations CRM dealer networks and product quality to enhance the overall customer experience Tasks Responsibilities Facilitate Agile Requirement Definition Collaborate with Product Managers Product Owners and Business Stakeholders to define Epics Capabilities Features and User Stories Documentation Creating clear and concise documentation including requirements documents process flows and user stories Process Experience Improvement Identify process inefficiencies risks or gaps during delivery and suggest continuous improvements Data Analysis Insights Analyze business processes data trends and KPIs to identify areas for improvement Change Management Supporting the implementation of new solutions and helping stakeholders adapt to changes Testing and Implementation Supporting the testing and implementation of new solutions to ensure they meet business needs Support Lead Business Architect with - Developing and maintaining business architecture Creating and updating models that define the organization s structure capabilities processes and information flows Aligning business strategy with execution Ensuring that business initiatives and technology solutions support the organization s strategic goals Business capability planning Integrating capability planning and roadmaps into strategic planning and project and feature implementations Providing architectural leadership Guiding and defining business architecture to effectively support business strategy Communicating and advocating for business architecture Promoting and communicating the business architecture to stakeholders at various levels Technical Skills Data Analysis Reporting SQL for querying relational databases Power BI Tableau QlikView Dashboard creation data visualization Python or R Basic scripting for data analysis - optional but advantageous Business Intelligence Analytics Data modeling and data interpretation KPI definition and performance monitoring e g AHT FCR NPS escalation rates Root cause analysis RCA Statistical analysis and trend forecasting CRM Contact Center Tools Salesforce SAP CRM or similar CRM platforms Knowledge of telephony contact center platforms e g Genesys Avaya Ticketing Case Management Systems e g ServiceNow Project Product Collaboration Agile Scrum tools e g JIRA Confluence Requirements gathering and documentation BRD FRD user stories use cases Wireframing and prototyping tools Figma - optional Testing QA Knowledge of UAT and system testing processes Writing and executing test cases scripts Tools TestRail Postman for API testing - optional Core Skills Project Management Methods SAFe - Thorough knowledge of SAFe in order to work dedicated to an agile team project as team member Process opt performance management - Provide input regarding optimization for the execution of existing processes we report on analyze optimize the execution of our team s processes Stakeholder Expectation Management Co-creation Customer Orientation Purpose - Understanding how the stakeholders needs support their strategic vision support stakeholder s development refinement of their vision Collaboration Moderation Co-learning Co-Creation Feedback Learning - Understand the different roles in the CAC Applying the communication model and group dynamics share knowledge with the team involve the right team members and together identify clear roles and responsibilities giving requesting and processing received feedback Business Results Orientation Driven to Win Pioneering Spirit - Ensure that CAC colleagues deliver the dependencies for your own output in time or appropriately escalate if it cannot be resolved on your level Strategic Thinking and Acting Purpose Pioneering Spirit Empowerment - Define strategies for own focus functional area and ensure coherence with CAC strategies Flexibility dealing with VUCA Agility Customer Orientation - Anticipate challenges mitigate risks plan contingency and react to unforeseen circumstances related to the team and the CAC as a whole Qualifications Qualifications Bachelors Masters in Computer science Electrical Electronics Communications or other related streams of Engineering Relevant certification Business Data Analyst SAFe Why Join Us Be part of a purpose-driven organization that is shaping the future of mobility Work on cutting-edge technologies and global projects Thrive in a collaborative diverse and inclusive environment Access world-class infrastructure and continuous learning opportunities Equal Opportunity Statement At MBRDI we are committed to diversity and inclusion We welcome applications from all qualified individuals regardless of gender background or ability