This role is pivotal in driving operational excellence through robust reporting, process optimization, and strategic stakeholder engagement. The ideal candidate will possess deep expertise in Salesforce, Balanced Scorecard frameworks, and Customer Experience KPIs, with a strong analytical mindset and a passion for continuous improvement.

3-6 years of experience in Customer Experience Operations and Business Intelligence
Advanced proficiency in Salesforce, MS Excel, Power BI, and Confluence
Expertise in Balanced Scorecard methodology, reporting frameworks, and KPI development
Strong analytical mindset with exceptional attention to detail
Proven experience in managing and preparing efficiency and utilization reports
Exceptional documentation and process mapping capabilities
Excellent communication skills and ability to manage stakeholders across all levels, including senior and executive leadership
Demonstrated ability to work independently, prioritize effectively, and manage multiple concurrent initiatives
Track record of success in process optimization and cross-functional collaboration
Confident leading discussions and presenting insights to executive stakeholders

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Senior Analyst