Purpose of the Job:
The Customer Experience Business Analyst plays a critical role in improving end-to-end customer experiences by applying business analysis and process optimization skills through a customer-centric lens. This role is responsible for identifying customer pain points, redesigning processes and customer journeys, and working cross-functionally to ensure customer experience improvements are prioritised, delivered, and measured.
Acting as the voice of the customer in process and change initiatives, the Customer Experience Business Analyst bridges the gap between customer insights and operational execution.
The CX Journey Business Analyst reports to the CX Lead and is based in Group Shared Services (GSS).
Customer Journey Design:
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Design, document, and maintain end-to-end customer journeys.
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Identify key moments that matter, friction points, and breakdowns across journeys.
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Ensure customer journeys are aligned to customer needs, business objectives, and operational capabilities
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Incorporate customer insights/analytics/voice of the customer data into journey mapping.
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Leverage customer feedback, operational data, and Brands insights to inform analysis and redesign.
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Develop recommendations and business cases for CX improvements.
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Support measurement of the impact of process and journey changes on customer and business outcomes.
Process Optimization & Redesign:
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Analyze existing processes and workflows through a customer-centric lens
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Identify inefficiencies, gaps, and root causes impacting customer experience
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Redesign processes to improve customer outcomes, consistency, and efficiency
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Support implementation of redesigned processes with delivery and operational teams
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Facilitate workshops and working sessions focused on customer journeys and process improvement.
Customer Friction Point Management:
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Own and maintain a prioritised customer pain point register or backlog
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Translate customer issues into clear problem statements and improvement opportunities
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Track progress, dependencies, and outcomes of CX improvement initiatives
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Ensure visibility and accountability for addressing customer pain points (RACI).
Stakeholder Engagement:
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Liaise with various stakeholders within the Group, Brands and Customer Support teams.
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Act as a customer advocate in cross-functional forums and change initiatives.
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Communicate insights, process designs, and recommendations clearly to stakeholders.
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Present findings to stakeholders through clear and compelling reports and presentations
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Foster a culture of customer centricity across all business areas, ensuring that decisions and customer strategies are guided by customer feedback and insights.
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Presents findings to various forums.
Education:
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Bachelor’s degree in commerce or business administration
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Bachelor’s Degree (BA/Bcom) Marketing and Communication
Experience:
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3 Years of experience in customer relations/ CX /CRM
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2 Years of experience in customer process optimization
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2 Years of experience in customer journey mapping
