Job Description

Organization Context
Position Title:
Senior Associate-Business Intelligence
Reports To:
Senior Manager- CX Analytics & Information Management
Role Level:
CXO-4

• Job Purpose

• This role supports senior management by delivering timely, customer-focused insights through expert data analysis, clear documentation, and impactful reporting. It requires a skilled and passionate analytics professional who can handle complex datasets, build strategic models, and translate findings into meaningful actions that enhance customer experience. A strong grasp of customer centric industry and proficiency in business intelligence tools are key, as the role involves close collaboration across teams and contributes to ongoing improvement in a dynamic, multi-stakeholder environment.

• Key Accountabilities

Data Collection and Analysis:

• Collect and analyze data related to customer experience across various touchpoints and different stakeholders.
• Collaborate closely with project owners to define key project parameters-including timelines, goals, budgets, and resource requirements-and set clear reporting schedules.
• Develop analytical models to enable accurate forecasting, monitor performance, and conduct root cause analysis for continuous improvement.

Technology-Driven Initiatives:

• Support in driving various IT initiatives such as Data Lake, automated Dashboards
• Implement dashboards and reports to track key performance indicators (KPIs) and operational metrics.
• Assist the D&T team to automate the generation and presentation of data for decision-making.

Strategic Presentations and Reporting

• Support the Lead- CX Analytics & Information Management in publishing various reports that help in decision making such as Enterprise KPIs, Departmental performance reports, Progress report, Variance Analysis etc
• Translate complex data into clear visual narratives that support strategic planning and reviews.

• Highlight any deviations or roadblocks in the actual project progress against the planned timelines and milestones.

MIS Reporting & Documentation

• Design and maintain automated MIS dashboards and reports for regular business updates.
• Ensure accuracy, timeliness, and relevance of all reporting outputs.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

• Skills Required for the role

Strategic Foresight
Proficiency in data visualization
Business Data and Analytical mindset
Documentation
Strong Interpersonal skills
Strong People skills
Strong Team management skills
Innovative & Creative
Customer centricity
Stakeholder Management skills

• Key Performance Indicators

Operational Efficiency and Technology

• Analytics and insights
• Accuracy and timeliness of reporting
• Implementation and success of technology-driven initiatives.

Insight-to-Action Impact

• Stakeholder satisfaction score on clarity, relevance, and impact of insights
• Average turnaround time from data collection to stakeholder-ready presentation

• Key Interfaces

Internal Interfaces
Project Owners

• Work with the project owners to solve for these roadblocks and challenges to ensure project milestones are met on time

D&T Team

• Collaborate with D&T leads & managers to identify the opportunities for automation and effective calibration & visualization of project progress update

• Educational and Experience Requirements

Minimum Education requirements
Bachelor's degree in Engineering, or related field.
Master's degree in a relevant field is preferred.
Experience
Minimum
Desired

• 2-6 years of experience in similar roles

• 4+ years of experience in similar roles

Skills Required