CS Business Analyst

Job Title

CS Business Analyst

Job Description

Customer Service (CS) Business Analyst

We have an exciting opportunity for a Customer Service (CS) Business Analyst to join our team, supporting service operations across the APAC region.

This role will report to the Contact Center Leader (APAC) and will play a key role in driving operational excellence, enabling data-driven decision-making, and supporting service performance across markets.

As a CS Business Analyst, you will be at the heart of service operations—analyzing performance metrics, identifying improvement opportunities, and ensuring operational processes are efficient, standardized, and aligned with business objectives. You will work closely with cross-functional stakeholders including Service, Commercial, Supply Chain, and Regional teams to deliver actionable insights and support strategic initiatives.

You will contribute to enhancing customer experience by ensuring accurate reporting, improving visibility of key performance indicators, and supporting end-to-end operational processes across multiple countries. This role requires strong analytical thinking, attention to detail, and the ability to translate data into meaningful business insights.

Your key responsibilities will be:

• Analyze service performance data and operational metrics to identify trends, risks, and opportunities for improvement
• Develop, maintain, and enhance dashboards and reports (e.g., KPI tracking, service performance, productivity) to support data-driven decision-making
• Ensure accuracy, consistency, and timeliness of operational data across systems and reports
• Support monthly, quarterly, and ad-hoc reporting requirements for regional and market stakeholders
• Monitor key service KPIs and proactively flag gaps or deviations with recommended actions
• Collaborate with cross-functional teams (Service, Supply Chain, Finance, Commercial) to align on data, resolve discrepancies, and improve end-to-end processes
• Drive standardization and continuous improvement of operational processes, tools, and reporting frameworks across markets
• Support regional projects and initiatives, acting as a key liaison between regional/global teams and local country stakeholders
• Provide insights and recommendations to enhance customer experience, operational efficiency, and service delivery performance

You will bring:

• Bachelor’s degree in Business Administration, Engineering, Operations Management, or a related field
• Minimum 2 years of experience in service operations, business analysis, or a similar analytical role, preferably within healthcare or a multinational environment
• Strong analytical skills with the ability to interpret complex data sets and translate them into actionable insights
• Experience in performance reporting, KPI tracking, and dashboard development (e.g., Excel, Power BI, or similar tools)
• Proficiency in Microsoft Office applications, particularly Excel
• Strong communication skills with the ability to engage and influence stakeholders across different functions and markets
• High level of attention to detail and commitment to data accuracy and quality
• Proactive mindset with strong problem-solving skills and ability to drive process improvements
• Ability to manage multiple priorities and work effectively in a fast-paced, regional environment
• Experience working in cross-functional and multicultural teams across APAC markets is an advantage

How we work together:

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.

**About Phili