Business Analyst

About the Role

DP World is seeking a Business Analyst to join its team in Jeddah, Makkah, Saudi Arabia. This full-time role is responsible for analyzing customer experience data, preparing management reports, identifying business process improvement opportunities, and supporting strategic initiatives. The Business Analyst will play a key role in enhancing customer satisfaction and operational efficiency, acting as a link between data, business operations, and customer experience teams to drive informed decision-making.

Key Responsibilities

• Collect, analyze, and interpret customer experience, operational, and business performance data.
• Monitor key customer experience KPIs, including Customer Satisfaction, Customer Loyalty, complaints, inquiries, turnaround times, and service levels.
• Identify trends, patterns, and root causes impacting customer experience and operational performance.
• Prepare weekly, monthly, and quarterly management reports and maintain business performance dashboards using tools like Power BI and Excel.
• Analyze existing business processes and customer journeys to identify inefficiencies and improvement opportunities.
• Support process mapping, workflow optimization, and re-engineering initiatives, including Lean and Six Sigma projects.
• Manage the implementation cycle of improvement initiatives, from requirements gathering and preparing Business Requirement Documents to testing and final rollout.
• Coordinate with IT, Operations, Commercial, and other departments to finalize business requirements and process mapping.
• Analyze customer feedback, surveys, complaints, and service interactions to identify pain points and support initiatives for customer satisfaction.
• Track the effectiveness of customer experience programs and recommend enhancements.

Qualifications and Experience

• 2-5 years of experience in a relevant business analyst role.
• Demonstrated ability to collect, analyze, and interpret complex data sets.
• Experience with reporting tools such as Power BI and Excel for dashboard development.
• Familiarity with business process improvement methodologies (*, Lean, Six Sigma).
• Proven ability to develop actionable recommendations based on data-driven insights.

Key Performance Indicators for this Role

• Accuracy and timeliness of management reports.
• Quality of business insights and recommendations provided.
• Number of process improvement opportunities identified and the benefits realized.
• Availability and accuracy of dashboards and reporting.
• Contribution to customer satisfaction improvement.
• Effectiveness of project delivery support and stakeholder satisfaction.

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia, within a dynamic environment focused on continuous improvement and customer satisfaction. The role involves collaboration with various departments including IT, Operations, and Commercial teams.

Application Process

Candidates interested in this Business Analyst position at DP World are encouraged to apply. Salary details will be discussed during the interview process.