Digital Business Analyst

Foot Locker; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global athletic footwear retailer is looking for an experienced Digital Business Analyst in Singapore to support CRM and telephony systems. You will lead automation initiatives, collaborate with cross-functional teams, and analyze performance metrics to enhance customer service. The ideal candidate will have at least 3 years of experience with systems like Zendesk and Five9, with a strong problem-solving skill set. Join a company that fosters innovation and teamwork in a fast-paced environment.

Benefits

Innovation-driven work environment

Global brand experience

Impactful role in customer service

Qualifications

• Minimum 3 years of experience supporting Zendesk or similar CRM technologies.
• Experience with Five9 or similar telephony systems.
• Exposure to AI and API solutions is highly regarded.
• Enthusiasm for exploring new technologies and contributing to innovative projects.

Responsibilities

• Lead automation and process improvement initiatives to optimize digital support tools.
• Configure workflows, triggers, and macros to enhance customer journeys.
• Collaborate with cross-functional teams to deliver scalable solutions.
• Analyze customer feedback and performance metrics for improvement opportunities.

Skills

Experience with Zendesk or similar CRM technologies

Experience with Five9 or similar telephony systems

Proactive problem-solving

Excellent communication and collaboration skills

Ability to manage multiple tasks

Tools

Zendesk

Five9

Job description

Overview

Are you a dedicated Business Analyst with a proven track record in supporting digital solutions, including CRM and telephony systems?

We’re looking for a Digital Business Analyst to join our team in Singapore and help us elevate customer service across the APAC region.

Responsibilities

About the role

As a Digital Business Analyst, you will be the primary support for our CRM (Zendesk) and telephony system (Five9), while also contributing to exciting upcoming digital projects.

This role involves a 70/30 split between functional and technical support, working closely with a global team to engage stakeholders, gather requirements, configure systems, administer applications, troubleshoot issues, and support various projects.

What You’ll Do:

• Lead automation and process improvement initiatives to optimize digital support tools like Zendesk.
• Configure workflows, triggers, and macros to enhance customer journeys.
• Collaborate with Customer Service, Marketing, and Engineering teams to deliver scalable solutions.
• Analyse customer and stakeholder feedback, along with performance metrics, to identify improvement opportunities.
• Maintain fresh and relevant self-service content for campaigns and product launches.
• Conduct QA testing on new automation features or integrations (e.g., OMS, CMS).
• Work with global teams to ensure localization and consistency across regions.
• Review customer feedback and satisfaction metrics to identify areas for coaching and improvement

Qualifications

What You’ll Bring:

• Minimum 3 years of experience supporting Zendesk or similar CRM technologies (e.g., Salesforce, Sprinklr).
• Experience with Five9 or similar telephony systems.
• Exposure to AI and API solutions is highly regarded.
• A proactive problem-solver with excellent communication and collaboration skills.
• Zendesk certification (or willingness to obtain).
• Enthusiasm for exploring new technologies and contributing to innovative projects.
• Ability to manage multiple tasks in a high-volume, fast-paced environment.

Benefits

Why Foot Locker?

At Foot Locker, we don’t just sell sneakers—we create experiences. Join a global brand that values innovation, teamwork, and customer obsession. Be part of a fast-paced environment where your ideas make an impact.

Lace Up for Your Next Career Move at Foot Locker Singapore!Apply now and help us redefine digital customer service at Foot Locker!