Customer Experience (CX) Center of Excellence – Business Analyst

Role Overview

The CX CoE Business Analyst supports the measurement, analysis, and improvement of customer experience performance across all accounting and back-office functions. This role translates customer insights, operational data, and process analytics into actionable recommendations that enhance service quality, efficiency, and stakeholder satisfaction. The analyst acts as the data-driven backbone of the CX CoE, ensuring all CX initiatives are supported by facts, KPIs, and measurable impact.

Key Responsibilities

• CX Performance Measurement & Analytics
• Voice of Customer / Employee / Process Analysis
• CX Process Mapping & Impact Assessment
• Reporting & Governance Support
• CX Technology & Tools Enablement
• Continuous Improvement & Benchmarking

Key Skills & Competencies

• Strong knowledge of CSAT, VSAT, NPS, CES, FCR, and experience measurement.
• Proficiency in Excel, Power BI, SQL, or Tableau for data visualization and insights.
• Knowledge of accounting operations (AP, AR, GL, R2R) and their CX impact.
• Ability to develop executive dashboards and CX scorecards.
• Strong analytical skills and data-driven decision-making.
• Ability to convert data into business stories and CX insights.
• Collaboration skills to work effectively with CX CoE, Finance, and Operations teams.

Qualifications

• Bachelor's degree in Business, Finance, Analytics, Engineering, or related field.
• Postgraduate degree (MBA/M.Com/Data Analytics specialization) preferred.
• Certifications in Data Analytics, CX Management, Lean Six Sigma, or BI tools are an advantage.

Experience Required

• 4-8 years of experience in Business Analysis, CX Analytics, or Process Excellence.
• Exposure to Shared Services/BPO/Finance Transformation environments preferred.
• Demonstrated experience with data visualization and KPI automation tools (Power BI, Tableau).
• Understanding of CX measurement frameworks and process improvement methodologies.