Business Analyst- Customer Experience

Key Responsibilities

1. Analytics & Reporting

• Build and maintain dashboards, trackers, and KPI frameworks across various CX functions including:
  
• Ticket volumes and SLA adherence
  
• Escalation trends and resolution TAT
  
• Agent performance metrics (FCR, AHT, CSAT)
  
• NPS trends and behavioural analytics
  
• Drive weekly/monthly CX performance reviews and business updates for internal stakeholders and senior leadership.
  

2. Problem-Solving & Insight Generation

• Conduct root cause analysis (RCA) for key CX issues and ticket spikes across categories such as Repairs & Maintenance, Internet, Housekeeping, etc.
  
• Use structured problem-solving frameworks to identify friction points and suggest data-backed, actionable solutions to enhance customer satisfaction and reduce repeat issues.
  

3. Product & Process Intelligence

• Partner with category program managers to provide actionable insights for process improvement, SOP updates, and automation initiatives aimed at ticket reduction.
  
• Collaborate with Product and Tech teams to:
  
• Define data/event triggers
  
• Identify relevant user cohorts
  
• Co-create interventions such as self-serve journeys and proactive nudges.
  

4. Cross-functional Collaboration

• Work closely with on-ground operations, call centre teams, escalation managers, and product owners to translate data insights into actionable strategies.
• Maintain and update the

  CX Data Dictionary

  , ensuring data hygiene, standardization, and consistency across all internal tools and dashboards.

Skills & Qualifications

• Strong command over

  SQL

  for data querying and extraction
• Hands-on experience in building dashboards and reports using

  Power BI

  (or similar visualization tools)
• Ability to synthesize large data sets into meaningful insights and storytelling
  
• Strong stakeholder management and communication skills
  
• Attention to detail, a proactive mindset, and a bias for action