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.