APAC Service Optimization & Insights Analyst

SEEK Asia (JobStreet.com Philippines Inc.); Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

SEEK Asia (JobStreet.com Philippines Inc.) is seeking an APAC Service Associate Business Analyst to shape how our Customer Service teams across the APAC region operate and improve. Working within the Quality and Continuous Improvement Team, you’ll bridge customer insights and business outcomes — translating complex requirements into clear, practical solutions.

It’s a role for someone curious, analytical and energised by making things work better.

Qualifications

• Demonstrated analytical and problem-solving skills, with the ability to interpret complex data and translate findings into clear, practical recommendations
• 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
• Demonstrated stakeholder engagement skills, with the ability to build effective working relationships across cross-cultural teams
• APAC-first mindset with appreciation for regional diversity and scalable solutions across markets
• Comfort working in a fast-paced, evolving environment with shifting priorities
• Willingness to learn and adapt as tools and processes evolve

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 processes aligned to APAC Service Design Principles
• Review and adapt processes to reflect changes in priorities 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 improvements
• Present findings clearly, tailoring communication to the 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 markets and time zones

Skills

Analytical thinking

Problem solving

Communication skills

Stakeholder engagement

APAC mindset

Adaptability

Learning mindset

Tools

Salesforce

Genesys PureCloud

Mitel

Miro

Jira

Power BI

Job description

SEEK Asia (JobStreet.com Philippines Inc.) is seeking an APAC Service Associate Business Analyst to shape how our Customer Service teams across the APAC region operate and improve. Working within the Quality and Continuous Improvement Team, you’ll bridge customer insights and business outcomes — translating complex requirements into clear, practical solutions.

It’s a role for someone curious, analytical and energised by making things work better.