Process Business Analyst

Job Summary We a re seeking an experienced Business Analyst with strong analytics and process improvement skills to support Customer Service and Customer Experience operations. This is a temporary, contingent assignment with a fixed duration of 18 months. The role focuses on delivering data-driven insights, process analysis, and operational improvements in a cross-functional environment.

Key Responsibilities An alyze Customer Service flow separation processes to identify entanglements, inefficiencies, risks, and improvement opportunities. Document business requirements, current-state processes, and pain points in collaboration with stakeholders. Collect, analyze, and interpret operational data including SLAs, volumes, cycle times, productivity, and cost drivers.

Develop and maintain dashboards, KPIs, and reports to support operational and management decision-making. Perform root-cause analysis and translate findings into actionable recommendations. Support Lean and continuous improvement initiatives through analytics and execution tracking.

Partner with Digital, IT, and Data teams on analytics enablement, system enhancements, and automation initiatives. Prepare executive-ready materials for governance reviews and stakeholder updates. Required Qualifications Ba chelor’s degree in Business, Engineering, Supply Chain, Analytics, or related field. 5–7 years of experience in Business Analysis, Analytics, Process Improvement, or Operations roles.

Strong analytical and problem-solving skills. Advanced Excel skills and experience with analytics or visualization tools (Power BI, Tableau). Experience working with operational KPIs and performance metrics.

Ability to translate data into business insights and recommendations. Strong written and verbal communication skills in English. Preferred Qualifications (if any) Exposure to Lean or Six Sigma methodologies.

Experience with process mapping tools (e.g., Visio). Familiarity with enterprise systems such as SAP or CRM platforms. Experience supporting regional or global initiatives.

Assignment Information Co ntingent, temporary role with a fixed duration of 18 months. Delivery-focused, aligned to defined transformation and separation milestones. No people management responsi bilities.

Education: Bachelors Degree