Minimum 5 years of relevant professional experience in Business Data Analysis, Business Operations, Operational Excellence, Customer Experience Analytics, or a related field.
Strong knowledge of business data analysis principles, including data collection, data cleaning, data validation, exploratory analysis, and insight generation.
Proficiency in SQL and hands-on experience with BI and dashboarding tools such as Power BI, Tableau, Metabase, or equivalent.
Good understanding of statistical analysis, KPI design, trend analysis, and performance monitoring.
Familiarity with customer journey mapping, customer segmentation, and customer lifecycle management.
Understanding of VoC methodologies, customer feedback analysis, and CX measurement frameworks.
Experience in process analysis, root-cause analysis, and continuous improvement initiatives.
Ability to translate business problems into analytical questions, measurable indicators, and actionable recommendations.

Strong analytical thinking and structured problem-solving abilities.
Excellent communication and cross-functional collaboration skills.
Ability to translate complex data into clear business insights.
Strong attention to detail and commitment to data accuracy.
Proactive mindset with a focus on identifying problems before they escalate.
Ability to influence stakeholders and drive follow-through without relying solely on direct authority.
Strong organizational skills and the ability to manage multiple priorities.
Customer-centric mindset and a continuous improvement orientation.

Preferred Qualifications

Experience in cloud services, B2B technology, SaaS, telecommunications, or other service-oriented businesses.
Familiarity with customer experience metrics such as CSAT, NPS, CES, retention, churn, and complaint resolution performance.
Experience with customer feedback platforms, CRM systems, ticketing systems, or customer support analytics.

Operational Excellence Supervisor