Business Process Excellence Analyst III

Position Overview: 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.

Key Responsibilities
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). Mandatory

Requirements:
Schedule flexibility Availability to work on-site Core competencies: Giving support Focusing on customers Embracing technology Managing self-development Functional competencies: 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
- Required 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

Qualifications:

Experience:
2-3 years of business analysis experience, preferably in telecommunications, technology, or complex enterprise environments 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 English
- B2