Business Analyst - User Experience, Regional Operations

Job Description:

• Identify new business requirements based on areas of improvement for existing user experience tools, programmes, and processes
• Conduct quantitative/qualitative analysis of pain points/common issues from current regional and local operations
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of user metrics, including contact rate, CSAT (Customer Satisfaction), and contact time
• Facilitate instant and automated customer support by enhancing various tools such as Chat Interactive Voice Response (IVR) and chatbot
• Support local agents’ performance monitoring and build, maintain, and improve our internal training process, systems, and knowledge base
• Collaborate with various stakeholders, including product owners, developers, and local operations teams to deliver on user experience projects
• Build effective data analysis models and reporting processes based on data, feedback, and benchmarking of industry best practices

Requirements:

• Professional experience in user-centric roles / organisations with strong analytical and problem-solving skills
• 0 to 3 year of experience are also welcome to apply
• Experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions
• Ability to generate impactful insights with an in-depth understanding of users’ needs on e-commerce platforms
• Experience/proficiency in SQL/Python is a plus
• Understanding topics such as CSAT, NPS (Net Promoter Score), or other user experience metrics is a big plus
• Ability to view different aspects of a project from a macro perspective while having an eye for detail
• Ability to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholders
• Ability to thrive in a dynamic and collaborative environment to make an impact and drive business goals