Customer & Operations Analyst

Purpose

The role uses data and automation to improve customer experience and operational performance. The role focuses on analytics, business requirements, user testing and workflow automation across internal processes and third-party providers.

Key Responsibilities

Analytics & Insights

• Analyze customer, operational and vendor data to identify trends, root causes and improvement opportunities.
• Monitor and report customer and operational KPIs (e.g. TNPS, satisfaction, complaints, retention, service levels, vendor KPIs, efficiency metrics).
• Conduct structured root cause analysis on feedback, complaints and service failures and propose corrective actions.
• Build and maintain dashboards, scorecards and insight reports that translate complex data into clear recommendations.
• Support Voice of Customer and journey analysis activities (surveys, feedback, journey mapping, listening programs).
• Provide analytical input to vendor governance (SLA/KPI monitoring, performance reviews, improvement actions).

Business Analysis, Requirements, Testing & Automation

• Gather, document and validate requirements for customer and operations initiatives.
• Run workshops to understand needs, pain points and desired outcomes.
• Create user stories, business rules, acceptance criteria and test scenarios.
• Design and support workflow/data automations using low code tools (e.g. Power Automate, Power BI; SQL a plus).
• Lead UAT (planning, execution, defect management, sign off) and assess business readiness.
• Test and monitor automations and changes, resolve issues and maintain governance aligned documentation.
• Support system and process changes from requirements through implementation to post implementation review and benefits tracking.

Requirements

Experience

• Around 5 years in data/operations analytics, business analysis, customer experience or process improvement.
• Hands-on experience in data analysis, requirements gathering, solution analysis and UAT.
• Exposure to VOC, customer journey analysis, vendor-managed environments and/or insurance/financial services is an advantage.

Skills & Competencies

• Strong analytical and problem-solving skills; able to turn data into actionable insights.
• Solid business analysis skills (requirements, process mapping, user stories, UAT).
• Proficient in Excel and Power BI; exposure to Power Automate, SQL or similar tools is a plus.
• Clear communicator with good stakeholder management; organized and able to manage multiple initiatives.
• Continuous improvement mindset and ability to influence cross-functional teams.

Education

• Bachelor’s degree in business, data science, data analytics, statistics or related field.
• Relevant data analysis or customer experience certifications are an advantage.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!

• Location(s): Kuala Lumpur
• Recruiter name: Caroline Louis