Business Analyst, India Customer Service - Bengaluru

Job Description

We are looking for an outstanding Business Analyst to join us to support Japan Customer Service team

Key job responsibilities
The Business Analyst will be supporting Japan Customer Service team and will be responsible for working closely with the program managers to analyze data, build inferences, and deliver compelling and actionable data insights in terms of multiple reports and dashboards. This role requires an individual with excellent understanding of SQL and query development, reporting tools, good business acumen and the ability to work with business teams. The successful candidate will be a self-starter, comfortable with ambiguity, strong attention to detail, an ability to work in a fast-paced environment, and driven by a desire to innovate in this space.

Key Responsibilities:

• Develop SQL queries to retrieve data involving complex business logics
• Build automated reports on Excel & visualization tools
• Build and maintain recurring metrics and reports
• Ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to develop insights to solve business problems
• Conduct deep dives to identify business performance trends, customer pain points and potential opportunities for reducing defects & costs, whilst maintaining high bar on Customer Experience
• Support program managers during large scale feature, product and business launches
• Plan and execute multiple projects, collaborating cross functionally/geographically


A day in the life
1. Data Extraction -> Bringing forward data in a clear & concise manner that will help drive business functions & decisions.2. Deep Dives -> Conducting deep dives to identify customer pain points and potential solves for reducing concessions & defects, whilst maintaining high bar on Customer Experience 3. Dashboarding -> Creating functional and effective dashboards to enable visibility into KPI's for concessions reduction & insight generation into new areas of opportunity across our various charters.

Basic Qualifications:

- 2+ years of Excel or Tableau (data manipulation, macros, charts and pivot tables) experience
- Bachelor's degree or equivalent
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience with SQL

Preferred Qualifications:

- Experience using very large datasets