Senior Business Analyst - Customer Experience Strategy

Title: Senior Business Analyst - 27650

Location: San Francisco, CA (On-site or Remote Eligible)

Classification: W2 under Staffing Supplier

Contract Duration: March 31, 2026 – July 20, 2026

Compensation: $53/hour

Visa Sponsorship: Not provided

Position Overview

A fast-moving strategy and operations team is seeking a Senior Business Analyst with deep expertise in customer experience, operations management, and strategic execution. This high-impact role will drive initiatives to enhance customer satisfaction and operational excellence, with a focus on data-driven process improvement, automation, and performance optimization.

Key Responsibilities

Strategic Leadership

• Shape overall strategy to deliver a top-tier customer experience and drive operational improvements.
• Analyze customer data and feedback, and make actionable, data-driven recommendations.

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• Provide strategic input to leadership for continuous improvement initiatives.

Metric and Performance Management

• Track and optimize key performance indicators (KPIs) for customer experience and operational excellence.
• Identify performance gaps, analyze root causes, and lead projects to realize measurable improvements.
• Oversee governance, version control, and data integrity across models, processes, and reporting.
• Automate and streamline reporting workflows; leverage programming skills (Python preferred) where applicable.

Technical Expertise

• Own and improve complex models in Google Sheets and Excel, ensuring accuracy, scalability, and robust documentation.
• Use SQL and spreadsheet tools to analyze large datasets and generate actionable insights.
• Build automated solutions for previously manual workflows.
• Design dashboards, reporting frameworks, and KPI tracking systems to support business decision-making.

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Cross-functional Collaboration

• Communicate analyses, results, and recommendations to both technical and non-technical audiences.
• Influence decision-making, motivate teams, and support cross-functional initiatives within the organization.

Qualifications

• 6+ years of experience in strategy, management consulting, product management, analytics, or related fields.
• Advanced SQL and Excel/Google Sheets skills; ability to quickly solve analytical problems.
• Proven track record of leading cross-functional projects and delivering business outcomes.
• Demonstrated ability to learn new analytical tools and apply them independently.
• Strong sense of ownership, self-direction, and desire to define project scope and vision.
• Agile, able to adapt and pivot based on new information and evolving priorities.
• Effective at influencing and motivating colleagues across teams.
• Experience with building automated solutions and AI models is a plus.