About the Role

AloPeyk is one of Iran’s most diverse logistics platforms, offering different delivery solutions for customers, couriers, vendors, and business partners. As the company continues to grow in an operationally complex environment, the CX team is looking for a CX Senior Business Analyst to support data-driven decision-making, analyze stakeholder experience, monitor key CX and operational metrics, and turn data and feedback into clear insights and improvement opportunities.

Key Responsibilities

• Extract, clean, and analyze data related to customers, couriers, vendors, and business partners.
• Prepare recurring and ad-hoc reports on CX, operational performance, stakeholder feedback, complaints, churn, and service quality.
• Monitor key CX and operational KPIs through reports and analysis.
• Support and analyze voice-of-customer data from different channels.
• Identify process inefficiencies, root causes, friction points, and improvement opportunities across different services and journeys.
• Collaborate with Product, Operations, Support, Data, Growth, and Marketing teams to validate findings and translate insights into action plans.
• Track the impact of improvement actions and prepare clear reports for management.

Requirements

• 2–4 years of experience in Data Analysis, CX Analytics, Support Analytics, Business Analysis, Operations Analysis, or similar roles.
• Strong analytical skills and hands-on experience with Python, SQL, Excel, and Google Sheets.
• Ability to use Python for data cleaning, exploratory analysis, segmentation, reporting, and working with structured datasets.
• Ability to write SQL queries to extract, join, and analyze data from different sources.
• Ability to work with complex datasets, analyze different stakeholder segments, and connect data findings to business problems.
• Familiarity with CX and operational metrics such as satisfaction, service quality, delay, cancellation, complaint, churn, retention, and support performance.
• Strong problem-solving, system thinking, and root cause analysis skills.
• Ability to prepare clear, concise, and management-ready reports.
• Good communication skills and ability to work with cross-functional teams.

Preferred Qualifications

• Familiarity with BI or dashboard tools such as Power BI, Looker Studio, Tableau, Metabase, or similar tools.
• Previous experience in logistics, delivery, marketplace, e-commerce, ride-hailing, or online service businesses.
• Experience with support center data, complaint analysis, or operational process improvement.
• Familiarity with survey analysis and customer feedback studies.