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.