We are seeking a detail-oriented and analytical Business Analyst to drive the planning, execution, and optimization of our Loyalty Program vertical. The ideal candidate will serve as a bridge between clients and internal teams, playing a crucial role in gathering program requirements, documentation, data analysis, reporting, and driving continuous improvement. This role demands a strategic thinker who can translate business needs into actionable insights and ensure end-to-end coordination with cross-functional stakeholders.
Key Responsibilities
Client Requirement Gathering & Documentation
- Interact with clients to capture loyalty program requirements, enhancements, and strategic goals.
- Translate business needs into clear, structured Business Requirement Documents (BRDs), process flows, and use cases.
- Ensure alignment between client expectations and technical capabilities through well-documented solutions.
Program Analysis & Strategy Support
- Support program design and recommend structural changes based on data and competitive benchmarks.
- Conduct quarterly industry and competitor analysis to identify gaps and strategic opportunities.
- Monitor key loyalty metrics (e.g., redemption rate, participation trends) to identify patterns and performance drivers.
Cross-Functional Coordination
- Liaise with tech, logistics, rewards, and customer service teams to ensure seamless program implementation.
- Track project timelines and dependencies using task management tools.
- Ensure data consistency and flow across different systems, platforms, and dashboards.
Issue & Risk Management
- Analyse root causes for escalations and recurring issues; recommend and track corrective measures.
- Ensure timely response and resolution of client-reported issues by coordinating with internal teams.
- Maintain detailed issue logs and support ticket documentation.
Reporting & Insights
- Design and generate dashboards, periodic reports, and presentations for internal and external stakeholders.
- Provide actionable insights based on loyalty program data and KPIs.
- Support quarterly business reviews with data-backed performance summaries and recommendations.
Billing & Compliance Tracking
- Support commercial functions such as contract renewals, billing accuracy, and approval workflows.
- Track SLAs, SOP compliance, and internal audit requirements.
Key Skills & Requirements
- Strong business analysis and documentation skills (BRD, user stories, workflows).
- Advanced proficiency in MS Excel, Google Sheets, and visualization tools (e.g., Power BI/Tableau preferred).
- Knowledge of loyalty platforms, CRM systems, and customer engagement tools is an added advantage.
- Excellent communication and stakeholder management abilities.
- Strong analytical mindset with attention to detail and a process-oriented approach.
- Experience with task/project management tools (Asana, Trello, JIRA, etc.).
Qualifications
- Bachelor s/Master s degree in Business Administration, Marketing, Information Systems, or a related field.
- 1 3 years of experience in a business analyst or client-facing project coordination role within a tech, loyalty, or CRM-focused organization.
Benefits
- Opportunity to work on strategic loyalty programs with leading B2B clients.
- Exposure to cross-functional teams across tech, rewards, and customer experience.
- A collaborative and performance-driven work environment that values ownership and learning.
