Business Analyst

Customer Success – [3110] Customer Success /
Full Time (Regular) /
About Us
Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit

What you’ll do day to day as a Business Analyst

    • Analyze operations data and statistics to identify opportunities, develop action plans, and implement process improvements
    • Learn clients business, product, processes, intent and influences
    • Understand client requirements and provide solutions 
    • Conduct analysis to provide business impact and future returns post suggested changes and/or improvements
    • Assist CSM team to initiate projects with a structured approach and provide statistical analysis driven recommendations
    • Assist CSM & SA teams with client requested items that are over and above BAU deliverables with focus to strengthen partnership with client
    • Identify revenue enhancement/growth opportunities for organization
    • Minimize customer churn and highlight risks associated with customer dissatisfaction & key deliverables
    • Adhere to governance related activities and documentation as per general ISO standards
    • Train new hires (Client Success Team) on client success frameworks
    • Handle Ad-hoc requests from internal and external stakeholders as per priority
    • Create case studies and whitepapers on basis of projects completed in assigned accountsIdentify business process challenges by analyzing process data and metrics
    • Identify risks and issues in business processes and systems
    • Assist in promoting the implementation of best practices
    • You will be responsible for delivery of key client analytics and consulting projects
    • You will develop analytical insights that measure our clients performance across key inputs (such as content quality, compliance, performance metrics, customer experience, etc)
    • On the basis of this data, you will articulate key insights and best practices, provide a recommendation on the overall campaign strategy, set ambitious revenue and/or performance objectives and assist internal partners on how to define detailed action plans to reach these goals
    • As part of this role, you will also be breaking down and communicating the reports and opportunities to key operational partners
    • Understanding of Speech Analytics will be an added advantage

What you’ll bring to the role

    • 3-4 years of experience working in Consulting, Business Intelligence, Strategy/Insights, or similar teams
    • Bachelor's degree, concentration in business, Business Intelligence, Data Analytics, Statistics or equivalent of experience in similar workspace
    • Passionate about technology start-ups and driving innovation with data
    • Strong problem-solving skills and analytical mindset with a test-measure-iterate approach
    • Excellent communication skills
    • Ability to manage and prioritize well across competing requirements
    • High IT Literacy proven use of web and associated technologies (Excel, Power Point, Google apps)
    • Previous experience with Data Visualization/Analytical tools (Tableau, Power Bi, Powerpoint) is strongly preferred
    • Ability to interact with directly and influence operational partners, cross functional teams, senior clients

Compensation, Benefits and Perks
Excellent medical insurance options and free online doctor consultations
Yearly privilege and sick leaves as per Karnataka S&E Act
Generous holidays (National and Festive) recognition and parental leave policies
Learning & Development fund to support your continuous learning journey and professional development
Fun events to build culture across the organization
Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit