Business Analysis Specialist

About the role

The Business Analysis Specialist will support the development of strategy, goals and initiatives by performing advanced data analysis and reporting. This role focuses on improving customer experience and satisfaction through KPI management, surveys and market research.

Key responsibilities

• Define and develop customer experience KPIs, manage performance tracking, and coordinate improvement initiatives with stakeholders.
• Design, field, and report on periodic customer experience surveys.
• Participate in planning STC analysis and reporting projects, providing timely statistics and documentation.
• Conduct complex analysis of business, market and performance data, ensuring report accuracy.
• Implement analysis and reporting procedures in compliance with procedural, documentation and legislative requirements.
• Carry out feasibility studies, assist in market forecasts, activity plans and track business outcomes.
• Liaise with internal and external stakeholders to address analysis and reporting matters efficiently.
• Drive ongoing market research (questionnaires, focus groups) on customer experience and satisfaction.

Required profile

• Bachelor’s or Master’s degree in Business Administration, Marketing or MIS.
• 4‑6 years of experience in customer experience or related analytics.
• Strong business acumen and ability to translate data into actionable insights.

Required skills

• Intermediate proficiency in business acumen.
• Intermediate proficiency in data collection and analysis.
• Intermediate proficiency in reporting.
• Intermediate proficiency in relevant reporting software and tools.