APAC Service Improvement Analyst

SEEK; Philippines; On-site; PHP 3,135,000 - 4,389,000; Full time

Job summary

SEEK is seeking an APAC Service Associate Business Analyst to join the Quality and Continuous Improvement Team within APAC Customer Service. You will translate complex customer requirements into practical solutions and support process design across multiple markets and time zones.

You're curious, analytical and energized by making things work better, with strong stakeholder engagement and experience in service operations.

Qualifications

• 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

Responsibilities

• 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
• 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
• 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
• 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

Skills

Analytical thinking

Business analysis

Stakeholder engagement

Communication skills

Cross-cultural collaboration

Tools

Salesforce

Genesys PureCloud

Mitel

Jira

Power BI

Job description

SEEK is seeking an APAC Service Associate Business Analyst to join the Quality and Continuous Improvement Team within APAC Customer Service. You will translate complex customer requirements into practical solutions and support process design across multiple markets and time zones.

You're curious, analytical and energized by making things work better, with strong stakeholder engagement and experience in service operations.