JOB PURPOSE:
The Business Analyst is responsible for analyzing customer experience data, preparing management reports, identifying business process improvement opportunities, and supporting strategic initiatives that enhance customer satisfaction and operational efficiency. The role serves as a key link between data, business operations, and customer experience teams to drive informed decision-making and continuous improvement across the organization.
KEY ACCOUNTABILITIES
Data Analysis & Insights
Collect, analyze, and interpret customer experience, operational, and business performance data. Monitor key customer experience KPIs including Customer Satisfaction, Customer loyalty, complaints, customer inquiries, turnaround times, and service levels. Identify trends, patterns, and root causes impacting customer experience and operational performance. Conduct ad-hoc analysis to support business decisions and management requests. Develop actionable recommendations based on data-driven insights.
Reporting & Dashboard Management
Prepare weekly, monthly, and quarterly management reports. Develop and maintain business performance dashboards using Power BI, Excel, and other reporting tools. Track departmental KPIs and provide insights to management on performance trends. Ensure data accuracy, consistency, and integrity across reports. Present findings and recommendations to management through professional presentations and reports.
Business Process Improvement (BPI)
Analyze existing business processes and customer journeys to identify inefficiencies and improvement opportunities. Support process mapping, workflow optimization, and re-engineering initiatives. Participate in Lean, Six Sigma, and continuous improvement projects. Conduct root cause analysis and recommend corrective actions to improve operational effectiveness. Manage complement implementation cycle of improvement initiatives like requirements gathering, preparing Business Requirement Documents, Testing and final roll out. Coordinate with IT, Operations, Commercial, and other related departments to finalize business requirements and process mapping to ensure alignment of improvement initiatives. In case of e-Services, coordinate with customers to conduct demo and adoption of e-services. Post implementation monitoring to ensure service reliability, prevention of revenue leakage and customer satisfaction.
Customer Experience Enhancement
Analyze customer feedback, surveys, complaints, and service interactions to identify pain points. Support initiatives aimed at improving customer satisfaction and service delivery. Work closely with operational departments to implement customer experience improvements. Track effectiveness of customer experience programs and recommend enhancements.
Key Performance Indicators (KPIs)
Accuracy and timeliness of management reports. Quality of business insights and recommendations. Number of process improvement opportunities identified. Benefits realized through process improvement initiatives. Dashboard and reporting availability and accuracy. Customer satisfaction improvement contribution. Project delivery support and stakeholder satisfaction.
QUALIFICATIONS, EXPERIENCE AND SKILLS:
Bachelor's degree in business administration, Shipping and Logistics, Data Analytics, Information Systems, or any related field. Certification in Business Analysis, Lean Six Sigma, or Process Improvement is an advantage.1-3 years of experience in Business Analysis, Reporting, Data Analytics, Customer Experience, or Process Improvement. Experience in Shipping industry is preferred. Able to communicate effectively in English / Arabic (Verbal / Written) Computer Skills, working knowledge of MS office applications, Power BI and AI Tools. Root cause analysis and Problem-solving methodologies. Excellent telephonic skills and active listening Working knowledge of CRM systems and practices Customer orientation and ability to adapt/respond to different types of personalities. Excellent communication and presentation skills Ability to multi-task, prioritize and manage time effectively Positive Attitude and Adaptability Attention to Detail Problem Solving Ability to Work Under Pressure