CX Business Analyst

We are seeking a Business Insights Analyst based in India (aligned to US Eastern hours) to join the Customer Value Strategy & Enablement team, reporting to the Senior Manager. This individual will play a critical role in delivering data-driven insights, executive-ready reporting, and performance analytics that help Product Operations and cross-functional teams optimize operations, elevate the customer experience, and drive measurable value.

This position will focus on reporting and analytics (especially Sigma), KPI development, and operational performance tracking. This role partners closely with the Sr. Manager of Customer Value Strategy & Enablement to enable data-backed decision-making, highlight risks and opportunities, and translate analytics into actionable strategies.

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.