Senior Business Analyst driving strategic and technology initiatives at Capital Bank. Partnering with stakeholders to ensure high - quality delivery of business objectives and requirements.
About the role
- Data & Insights Analyst driving digital transformation in customer service operations. Defining analytics strategies and building dashboards to enhance customer experience and operational efficiency.
Responsibilities
- You will act as a key driver of digital transformation in customer service operations by unlocking the power of data and converting raw information into actionable insights.
- You will define and execute analytics and BI strategies, build scalable dashboards, monitor KPIs, and identify opportunities for process optimization and innovation.
- You will collaborate with cross-functional teams to promote a data-driven culture and deliver solutions that improve customer experience, operational efficiency, and ROI.
- Defining and executing the customer service analytics and BI strategy aligned with the digital transformation roadmap.
- Championing a data-driven culture across LSCM CoE and customer service teams.
- Translating complex data into actionable insights that improve customer experience, operational efficiency, and ROI.
- Supporting strategic initiatives by identifying trends, risks, and opportunities through advanced data analysis.
- Leading the adoption and optimization of BI tools such as Power BI and SAP Analytics Cloud.
- Managing data sourcing, aggregation, and integration from systems including SAP SD/MM, CRM, and ticketing platforms.
- Driving automation and self-service analytics capabilities to empower business users and reduce manual reporting.
- Collaborating with customer service, logistics, and commercial teams to define analytical needs and deliver impactful solutions.
- Developing and maintaining strong relationships with stakeholders to ensure alignment on KPIs and reporting standards.
- Presenting insights in a clear and compelling format to influence decision-making.
- Implementing data governance policies to ensure accuracy, security, and compliance with regulations.
- Ensuring ethical use of data and adherence to privacy standards such as GDPR.
- Promoting a culture of innovation, curiosity, and continuous learning within the analytics community.
- Acting as a change leader advocating for digital transformation and process automation.
- Mentoring colleagues and fostering cross-functional collaboration.
- Delivering solutions that improve productivity, reduce costs, and enhance customer experience.
Requirements
- Bachelor’s or Master’s degree in Business, IT, Data Analytics, or related field
- Proven expertise in Business Intelligence and data analytics
- Hands-on experience with Power BI, SAP Analytics Cloud, and SQL-based platforms
- Experience in building dashboards, reports, and performance monitoring tools for customer service operations
- Strong project management experience in Agile or Scrum environments
- Knowledge of BI principles including data sourcing, aggregation, modeling, visualization, and storytelling
- Deep understanding of data architecture, governance, and integration across SAP SD/MM, CRM, and ticketing platforms
- Advanced analytical skills including statistical analysis and trend forecasting
- Familiarity with automation tools and self-service analytics platforms
- English C1
- Excellent communication and stakeholder engagement skills
- Ability to present complex data in a clear and compelling way
- Strong organizational and problem-solving skills
- Proactive and collaborative mindset
- Ability to inspire and mentor others.
Benefits
- A supportive and engaging onboarding experience to ensure a smooth transition into our team.
- The opportunity to develop and grow, through training and regular mentorship.
- Corporate Social Responsibility activities.
- A truly global, dynamic and challenging work environment.
- Agility and work/life effectiveness and your long-term well-being.
- A diverse and inclusive team.
Job title
Job type
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Degree requirement
Tech skills
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