Business Analyst

eTeam is seeking a dynamic and results-driven Business Analyst-III to shape overall strategy and drive operational excellence in customer experience. The role involves analyzing customer data, optimizing performance metrics, and collaborating cross-functionally to influence data-driven decision-making.

Responsibilities:

• Play a crucial role in shaping the overall strategy and driving operational excellence to deliver a top-notch experience for our customers
• Analyze customer data and feedback to identify areas for improvement and make data-driven recommendations to enhance the customer experience
• Monitor and optimize key performance indicators (KPIs) to measure the success of customer experience initiatives
• Identify performance gaps, root causes, and opportunities to improve key metrics; lead initiatives to drive measurable KPI improvements
• Oversee model governance, version control, and data integrity across cross-functional stakeholders
• Automate and streamline reporting workflows; leverage Python (preferred) to improve efficiency and analytical rigor where applicable
• Own and enhance complex Google Sheets–based models, ensuring accuracy, scalability, and clear documentation of assumptions and logic
• Dive deep into large datasets using SQL and Excel/Google Sheets to generate actionable insights and inform strategic decisions
• Experience building automated solutions for manual processes
• Translate business questions into structured analyses; design dashboards, reporting frameworks, and KPI tracking mechanisms
• Communicate insights and recommendations clearly to both technical and non-technical audiences, influencing data-driven decision-making

Requirements:

• 6 years of experience in strategy, management consulting, product, or related fields; experience in support strategy is a plus
• Experience working at a tech company
• A degree in Math, Statistics, Economics, Computer Science, or a similar domain
• Expertise in SQL queries, ETL, A/B Testing
• Ability to solve analytical problems quickly, with experience in SQL and Excel
• Track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment
• Desire to learn new skills and apply them to work quickly and independently
• Ownership mentality, taking responsibility for outcomes, and experience being in the driver's seat to define scope and vision from ambiguous problems
• Bias towards action, being scrappy, and ability to pivot when new information is learned
• Capability to influence and motivate people at all levels across a variety of job functions
• Preferred experience with building AI models
• Leverage Python (preferred) to improve efficiency and analytical rigor where applicable