CX Business Analyst

Business Insights Analyst

Sr. Manager of Customer Value Strategy & Enablement

Key Responsibilities

Reporting & Analytics

• Data Management:

  Gather, cleanse, and validate data from ERP, CRM, and operational systems to ensure data accuracy and reliability.

• Executive Reporting:

  Build and maintain dashboards and reports in Sigma, Power BI, and Excel to track business performance, highlight risks, and enable decision-making.

• Insights & Trends

  : Apply descriptive and inferential statistical analysis to identify performance drivers, customer trends, and improvement opportunities.

• KPI Development

  : Define and monitor key operational and customer value metrics to track progress against strategic objectives.

• MBR & Steering Committee Reporting

  : Develop performance updates, executive narratives, and visualizations for monthly business reviews and steering committees.

Customer Value Enablement Support

• Process & Performance Analysis

  : Partner with Product Operations teams (Content, Research, Automation, Offshore) to assess workflows, identify gaps, and recommend data-driven improvements.

• Voice of the Customer

  : Translate operational data into insights that reflect customer impact and support strategic prioritization.

• Cross-Functional Alignment:

  Provide analytics and reporting that help drive accountability and alignment across Product, Customer Care, and Solution Delivery.

Qualifications

Education

• Bachelor s degree in Business, Data Science, Engineering, or a related field (MBA preferred but not required).

Experience

• 5+ years of experience as a Business Analyst / Data Analyst in supply chain, healthcare, or a related industry.

• Proven track record in reporting, dashboard development (preferably in Sigma), and KPI design.

• Experience supporting executive-level reporting and operational performance reviews.

• Prior exposure to automation analytics is a plus.

Technical Skills

• BI & Data Visualization:

  Strong skills in Sigma (preferred), Power BI, or Tableau.

• SQL & Data Querying:

  Ability to extract, manipulate, and analyze large datasets.

• Excel Expertise:

  Advanced formulas, pivoting, and reporting.

Soft Skills

• Strong communication and storytelling skills to translate data into executive-ready insights.

• Analytical problem-solver with a continuous improvement mindset.

• Ability to operate effectively in a global, matrixed organization with minimal supervision.

Knowledge, Skills, and Abilities

• Customer-Centric Mindset:

  Always connecting analytics to customer value and business outcomes.

• Innovative Thinking

  : Ability to simplify complex data into clear recommendations.

• Continuous Learning

  : Commitment to staying current on emerging technologies and best practices.

• Leadership & Independence

  : Operates autonomously with minimal supervision while keeping stakeholders well-informed.

• Certifications

  : CBIP, Lean Six Sigma, or other analytics/process certifications are a plus.