Business Analyst

At Alibaba Travels’ Operations Excellence team, we’re looking for a process-driven and data-oriented Business Analyst to help us optimize workflows and enhance customer service efficiency.
You will act as the bridge between data and operations — analyzing business processes, identifying improvement opportunities, and transforming insights into actionable initiatives.
If you have a structured mindset, enjoy finding root causes, and thrive in a dynamic environment, this is the right place to grow.

Responsibilities:

• Analyze and model customer service operational processes to identify bottlenecks and improvement opportunities.
• Map and document As-Is and To-Be process flows and suggest change initiatives.
• Analyze performance data and provide data-driven recommendations.
• Design and build management dashboards in Power BI (or similar BI tools) to track KPIs.
• Collaborate with Data, QA, and Operations teams to define and monitor KPIs and SLAs.
• Conduct ad-hoc analyses to support managerial decision-making.
• Work closely with tech and product teams to implement improvement actions.
• Prepare analytical reports and visual summaries for managers and stakeholders.

 Requirements:

• Bachelor’s degree in Industrial Engineering, Management, Data Science, or IT.
• 1–3 years of experience in process analysis or business/data analysis in operational or service environments.
• Strong proficiency in Excel and familiarity with BI tools (Power BI, Tableau, etc.).
• Understanding of process modeling (BPMN) and Process Mining concepts.
• Familiarity with SQL and basic knowledge of Python is a plus.
• Knowledge of KPI, SLA, gap analysis, and continuous improvement principles.
• Ability to identify trends and patterns in performance data.
• Strong communication skills with the ability to simplify analytical insights.
• Attention to detail, discipline, and eagerness to learn.
• Ability to work in teams and manage multiple projects simultaneously.