About the Role
Are you a data storyteller who thrives on finding the needle in the haystack Join the Customer Experience PMO as a Senior Business Analyst, to spearhead strategic initiatives that transform customer experiences and eliminate root causes of friction across the customer journey.
As a Senior Business Analyst, you will play a crucial role in analyzing and improving customer experience. You won't just report on the past; you will use data, AI, and Co-pilot technologies to predict the future. You will be responsible for the identification of proactive agent controllable friction-reduction opportunities—specifically targeting Executive Escalations and CCTS complaints—and translate them into sized, high-impact business cases for our Process Improvement team to drive to completion. This position demands both strategic thinking and rapid execution—analyzing complex challenges, facilitating breakthrough improvements, and embedding a culture of continuous improvement across the organization.
What You'll Do:
- Build & Curate the Opportunity Funnel: Proactively mine unstructured data (call transcripts, verbatims, and system logs) alongside operational metrics (transfers, quality, etc.) to identify friction points. You will transform these insights into a structured funnel of data-driven enhancements designed to preempt Executive Escalations and boost operational efficiency.
- Leverage AI & Co-pilots: Spearhead the integration of AI-driven insights and Co-pilot tools to automate the detection of agent-controllable errors and systemic process gaps, moving the team from manual oversight to automated, real-time intelligence.
- Benefit Sizing & Impact Analysis: Partner closely with Process Improvement (PI) Consultants to quantify the financial and operational lift of proposed changes. You will ensure the PMO roadmap is always prioritized by the highest-value initiatives and measurable ROI.
- Advanced Data Architecture: Architect and maintain BI-layer tables and automated ELT pipelines within Google Cloud Platform (GCP). Your goal is to provide the team with a single source of truth and real-time visibility into CCTS complaints and escalation trends.
- Forensic Deep Dives: Conduct look-back analyses on high-profile escalations to isolate the specific data signals, bottlenecks, and inefficiencies that preceded the failure. You will use these findings to build predictive models that prevent future service breakdowns.
- Stakeholder Influence & Interlock: Act as the lead Data Consultant for the broader PMO, cultivating a data-first culture. You will build strong interlock with key stakeholders to align on business priorities and translate technical complexity into compelling, executive-ready visualizations (Tableau/Looker).
What We're Looking For:
Required Qualifications
- Experience: 2-3 years of business analysis experience, preferably in telecommunications, technology, or complex enterprise environments
- Requirements Management: Proven expertise in requirements elicitation, analysis, documentation, and management throughout the project lifecycle
- Analytical & Problem-Solving Excellence: Strong analytical and critical thinking abilities with attention to detail; proven ability to analyze complex problems, identify root causes, and develop practical solutions using statistical analysis and predictive modeling
- Communication & Stakeholder Influence: Excellent written and verbal communication skills with ability to translate technical concepts for business audiences and present data-driven insights to stakeholders at all levels of the organization
- Technical Proficiency:
- Data analysis tools and languages (Python, R, SQL)
- Data visualization platforms (Tableau, Looker Suite)
- Business analysis tools (JIRA, Confluence, Visio, Lucidchart)
- Google Cloud Platform (GCP) and experience analyzing Metadata
- Collaboration & Work Style: Strong team player with ability to engage across all organizational levels; highly motivated, creative, and self-sufficient with proven ability to work successfully under pressure
Great-to-Haves:
- University degree and/or 5-7 years equivalent combination of experience and education
- A background in Telecommunications or high-volume subscription services.
- Experience with unstructured data analysis (NLP) from call centre transcripts or chat logs.
- Knowledge of CCTS/Regulatory frameworks and how data signals map to regulatory risk.
- Experience in high-velocity execution environments with proven track record of delivering measurable improvements in compressed timeframes
