We are looking for a Junior Business Analyst to support data-driven decision-making by analyzing customer interactions, feedback, and trends. Your insights will help enhance customer satisfaction and optimize business processes. You will collaborate with cross-functional teams to translate customer needs into actionable recommendations.
Data Analysis – Collect and interpret data from surveys, feedback, and customer interactions to identify trends and areas for improvement.Reporting & Insights – Develop dashboards, track key CX metrics, and present insights to stakeholders with actionable recommendations.Process Improvement – Identify inefficiencies in processes affecting customer experience and assist in implementing improvements.Customer Journey Mapping – Support the creation of journey maps to visualize interactions and pinpoint pain points.Collaboration – Work with Operations, WFM, QA, and Training teams to enhance customer experience.Research & Benchmarking – Conduct market research and competitor analysis to identify industry best practices.Support & Documentation – Assist in documenting business requirements, user stories, and tracking CX initiatives. 1-2 years of experience in business analysis, CX, or a related fieldStrong analytical skills with proficiency in data tools (Excel, Tableau, SQL, Power BI)Excellent communication and problem-solving abilitiesUnderstanding of customer journey mapping and CX metrics Experience with CX management tools and process improvement frameworks (Six Sigma, Lean)Basic knowledge of market research techniques
Why Join Us? At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.
Take the first step towards a fulfilling career by applying now and discover what's #BetterWithSSG!
Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.