Senior Analyst - Service Optimization (SO) and Customer Insight (CI) - Hyderabad

Hyderabad, Telangana, India

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Position Summary

Senior Analyst  - Service Optimization (SO) and Customer Insight (CI) – Deloitte Support Services Private Limited

Work you'll do: The Service Excellence (SE) team is a crucial part of the Deloitte Technology Global (DT Global) organization. We are a part of the Deloitte Technology Operations, that further reports to the Office of the Chief Information Officer - Deloitte Technology Global. SE is a dynamic and innovative organization dedicated to revolutionizing digital transformation within DT Global. We believe in fostering a collaborative environment where creativity and expertise thrive, driving our commitment to excellence.  We serve our stakeholders – our member firm and global business customers and our professionals by partnering with the relevant teams within Deloitte Technology. 
The SO and CI Analyst collects, organizes, and analyzes both qualitative and quantitative data on service performance and customer consumption to identify trends, pain points, and opportunities for improvement. You will support the development and maintenance of dashboards and reports to enhance transparency and assist in identifying inefficiencies. You will collaborate with service owners, business analysts, and other stakeholders to gather requirements and validate findings.

Key responsibilities/Job Duties:

• Analyze and interpret data to provide actionable insights for service optimization and customer experience improvement.
• Collaborate with cross-functional teams to identify opportunities for enhancing service delivery and customer satisfaction.
• Analyze Power BI dashboards and reports to track Service Level Agreements (SLAs) and key performance indicators (KPIs) related to service excellence.
• Identify key insights impacting service quality and work with stakeholders to bridge the gap
• Support the tracking of service improvements and best practices to drive efficiency and effectiveness in service operations.
• Present findings and recommendations to stakeholders in a clear and concise manner.
• Analytical thinking and problem-solving.
• Strategic thinker with a talent for identifying systemic issues and driving continuous improvement.
• Data visualization and reporting.
• Effective communication and interpersonal skills; stakeholder engagement.
• Ability to synthesize complex information into clear, actionable insights.
• Proactive, detail-oriented, and comfortable working in a collaborative, fast-paced environment.

Required qualifications:
• Education (degree): Bachelor’s degree in computer technology, Business Administration, Data Analytics, or a related field, or equivalent combination of education and experience
• Years of experience: 
• 1–3 years’ experience in data analysis, business analytics, operations support, or process improvement, with exposure to customer experience, business operations, or reporting in a corporate environment.
• Skilled in collaborating with cross-functional teams to enhance process visibility, with familiarity in service delivery concepts but no direct ownership.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets.
• Excellent communication and presentation skills.
• Proficiency in data analysis tools and software.
• Ability to work collaboratively in a team environment.
• Strong attention to detail and organizational skills.

Tools & Technology:
• Proficiency in Microsoft Excel, SQL, and data visualization tools such as Tableau or Power BI.
• Experience with CRM software and customer feedback tools.
• ServiceNow (reporting modules).
• Basic SQL or data extraction tools.
• SharePoint.
• Microsoft Office Suite.
• Survey tools.

Other Preferred Qualifications: 
• Experience in the service industry or a customer-facing role.
• Knowledge of service improvement methodologies.
• Familiarity with survey tools (e.g., Qualtrics, SurveyMonkey) and basic statistical analysis.
• Advanced degree or relevant certifications in data analysis or customer insights.
• Basic understanding of IT service delivery models, customer experience, and business process mapping.
• Awareness of best practices in transparency and reporting.
• General knowledge of ITIL or similar frameworks (certification not required).

Location: Hyderabad 
Work Shift Timings: 11 AM to 8 PM
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Requisition code: 310189