Business Analyst

Job Purpose

Data Analysis and Insights

• Collect, analyze, and interpret customer experience, operational, and business performance data.
• Monitor customer experience KPIs, including satisfaction, loyalty, complaints, inquiries, turnaround times, and service levels.
• Identify trends, patterns, and root causes affecting customer experience and operational performance.
• Conduct ad hoc analysis and develop actionable recommendations for business decisions.

Reporting and Dashboards

• Prepare weekly, monthly, and quarterly management reports.
• Develop and maintain performance dashboards using Power BI, Excel, and other reporting tools.
• Track departmental KPIs and provide management with performance trend insights.
• Ensure data accuracy, consistency, and integrity across reports.
• Present findings and recommendations through professional presentations and reports.

Business Process Improvement

• Analyze business processes and customer journeys to identify inefficiencies and improvement opportunities.
• Support process mapping, workflow optimization, and re-engineering initiatives.
• Participate in Lean, Six Sigma, and continuous improvement projects.
• Conduct root-cause analysis and recommend corrective actions.
• Manage implementation activities including requirements gathering, business requirement documents, testing, and final rollout.
• Coordinate with IT, Operations, Commercial, and related departments on business requirements and process mapping.
• Coordinate customer demos and adoption of e-services when applicable.
• Monitor implementations after rollout to support service reliability, revenue leakage prevention, and customer satisfaction.

Customer Experience Enhancement

• Analyze customer feedback, surveys, complaints, and service interactions to identify pain points.
• Support customer satisfaction and service delivery improvement initiatives.
• Work with operational departments to implement customer experience improvements.
• Track customer experience program effectiveness and recommend enhancements.

Qualifications and Skills

• Bachelor's degree in business administration, shipping and logistics, data analytics, information systems, or a related field.
• Certification in Business Analysis, Lean Six Sigma, or Process Improvement is an advantage.
• One to three years of relevant experience in business analysis, reporting, data analytics, customer experience, or process improvement.
• Shipping industry experience is preferred.
• Ability to communicate effectively in English or Arabic, verbally and in writing.
• Working knowledge of Microsoft Office, Power BI, AI tools, CRM systems, root-cause analysis, and problem-solving methodologies.
• Strong communication, presentation, active listening, prioritization, adaptability, attention to detail, and customer orientation.

Key Performance Indicators