Job Title: Business Insights Analyst Job Description: As a Business Insights Analyst, you will play a key role in delivering data-driven insights to enhance customer care effectiveness, sales performance, delivery & operational performance, and commercial outcomes. You will be responsible for analyzing customer interactions, operational KPIs, and care initiatives to identify trends, gaps, and opportunities for improvement across touchpoints. Key Responsibilities: - Reporting & Dashboards: - Build and maintain reports and dashboards to track performance metrics for commercial and care teams. - Automate reporting processes to improve efficiency and reduce manual intervention. - Customer Insights & Journey Analytics: - Conduct root cause analysis for customer pain points and drop-offs across care journeys. - Partner with CX and commercial teams to recommend improvements based on data insights. - Cross-functional Collaboration: - Work closely with Care Operations, Marketing, Product, Finance, and BI teams to align data initiatives with business goals. - Translate operational data into actionable insights for leadership and front-line teams. Qualifications: - Bachelor's degree in Business, Statistics, Engineering, Economics, or related field. - Master's degree is a plus. Requirements: - 3–5 years of experience in analytics roles, preferably within telecom, customer operations, or commercial teams. - Proven track record in delivering actionable insights in a high-volume, service-oriented business.