CX Business Analyst

Role Overview

A global e-commerce organization is seeking a CX Business Analyst to drive process improvement and innovation across its Customer Experience (CX) and Customer Service (CS) operations. This role focuses on identifying opportunities for automation, cost optimization, and operational improvements through data analysis and market research.

The CX Business Analyst works closely with cross-functional stakeholders to develop business cases, propose technology-driven solutions, and support the implementation and evaluation of CX initiatives. The role also ensures that deployed solutions deliver measurable value aligned with business objectives.

Key Responsibilities:

• Conduct internal analysis to identify opportunities for process improvement, automation, and operational efficiency within CX and customer service functions.
• Perform external research on market trends, emerging technologies, and competitor practices to identify potential solutions.
• Develop and present data-driven recommendations that improve customer experience processes and outcomes.
• Lead or support project scoping activities to ensure initiatives are clearly defined and feasible.
• Prepare detailed business cases outlining objectives, expected value, implementation requirements, and risks.
• Stay informed on new CX platforms, automation tools, and AI-driven technologies relevant to customer service operations.
• Propose innovative solutions to support operational improvements and long-term strategic initiatives.
• Collaborate with stakeholders across departments to understand business requirements and operational challenges.
• Assess the potential impact of proposed changes and communicate implications to key stakeholders.
• Provide regular updates to leadership on project progress, potential risks, and research outcomes.
• Work closely with product owners and technical teams to identify development resources required for each initiative.
• Monitor and evaluate the performance of implemented projects to ensure expected benefits are achieved.
• Facilitate workshops, surveys, testing activities, and stakeholder discussions when needed.

Qualifications and Experience

• University degree in a relevant field such as Business, Technology, or a related discipline.
• 4–7 years of professional experience within Customer Experience or Customer Service environments.
• Prior experience in roles such as Business Analyst, Product Owner, or similar analytical or process improvement positions.
• Demonstrated experience driving change initiatives within agile or fast-paced organizations.
• Experience analyzing operational data and translating insights into actionable business improvements.
• Exposure to digital commerce or technology-driven environments is advantageous.

Core Skills and Competencies

• Strong analytical and problem-solving capabilities.
• Knowledge of business analysis methodologies and process improvement practices.
• Excellent communication and stakeholder engagement skills.
• Ability to translate complex data into clear insights and recommendations.
• Strong reporting and presentation skills.
• Technical awareness of CX systems, digital platforms, and automation tools.
• Ability to make data-driven decisions and influence stakeholders.
• Effective collaboration and teamwork in cross-functional environments.
• Strong attention to detail with the ability to manage multiple initiatives simultaneously.
• Persuasive communication and the ability to advocate for new solutions.