The Team
This role sits within the Quality and Continuous Improvement Team, which is part of the APAC Customer Service department. The team exists to drive service standards, lead process improvement and ensure that insights generated from customer demand are learned from and acted upon. Made up of individual contributors, the team operates across a range of functions including quality assurance, knowledge management, and process improvement - each playing an important role in improving the experience of both our customers and our team members.
The Role
As an APAC Service Associate Business Analyst, you'll play a key part in shaping how our Customer Service teams across the APAC region operate and improve. Working within the Quality and Continuous Improvement Team, you'll bridge the gap between customer insights and business outcomes — translating complex requirements into clear, practical solutions. It's a role for someone who's curious, analytical and energised by making things work better.
Business Analysis & Requirements
- Gather, analyse and document business requirements from stakeholders across APAC Customer Service
- Contribute to current-state analysis to identify gaps and opportunities for improvement
- Assist in developing evidence-based business cases and solution recommendations aligned to business and customer needs
Process Design & Improvement
- Design, map and document new and existing processes aligned to the APAC Service Design Principles
- Review and adapt processes to reflect changes in business priorities, customer demand or technology
- Contribute to user acceptance testing (UAT) to validate outcomes before go-live
Performance Reporting & Insights
- Analyse service performance data and customer demand insights to identify trends and improvement opportunities
- Present findings and recommendations clearly, tailoring communication to your audience
- Connect quality audit insights to meaningful process and service improvements
Stakeholder Engagement & Project Support
- Build effective working relationships across APAC Customer Service, Sales and Customer Technology teams
- Support workshops and requirements-gathering activities across multiple markets and time zones
- Communicate progress clearly, flagging risks or blockers to the team in a timely manner
- Demonstrated analytical and problem-solving skills, with the ability to interpret complex data and translate findings into clear, practical recommendations
- Demonstrated experience in business analysis, process design or a related field, ideally within a customer service or service operations environment
- Excellent written and verbal communication skills, with the ability to present complex information clearly and adapt style for different audiences and seniority levels
- Demonstrated stakeholder engagement skills, with the ability to build effective working relationships and communicate clearly with colleagues and stakeholders at varying levels across cross-cultural teams
- A genuine commitment to customer and employee experience, with the ability to advocate for both in everything you do
- An APAC-first mindset, with an appreciation for regional diversity and the ability to design solutions that work across multiple markets
- Comfort working in a fast-paced, evolving environment where priorities can shift and adaptability is essential
- A willingness to learn and adapt as tools, processes and priorities evolve, and an openness to feedback and guidance as you develop in the role
Other Qualifications, Skills, and Experience
- Familiarity with service platforms such as Salesforce, Genesys PureCloud and Mitel is preferred
- Proficiency in Miro for process mapping and collaborative working sessions, and familiarity with Jira and an awareness of agile BA methodologies
- Familiarity with Power BI for reporting and data visualisation is desirable