Business Analyst - Customer Support & Retention

About MBRDI

Mercedes-Benz Research and Development India (MBRDI), headquartered in Bengaluru with a satellite office in Pune, is the largest R&D center for Mercedes-Benz Group AG outside of Germany. Our mission is to drive innovation and excellence in automotive engineering, digitalization, and sustainable mobility solutions, shaping the future of mobility.

The Business Analyst – Customer Care Center plays a pivotal role in driving customer satisfaction, operational efficiency, and strategic improvements across the Customer Service function. This role focuses on analyzing customer interactions, feedback, service metrics, and business processes to identify trends, areas for improvement, and opportunities for digital enablement. The analyst works closely with cross-functional teams including IT, operations, CRM, dealer networks, and product quality to enhance the overall customer experience.

• Facilitate Agile Requirement Definition: Collaborate with Product Managers, Product Owners, and Business Stakeholders to define Epics, Capabilities, Features, and User Stories.

• Documentation: Creating clear and concise documentation, including requirements documents, process flows, and user stories.

• Process & Experience Improvement: Identify process inefficiencies, risks, or gaps during delivery and suggest continuous improvements.

• Data Analysis & Insights: Analyze business processes, data trends, and KPIs to identify areas for improvement.

• Change Management: Supporting the implementation of new solutions and helping stakeholders adapt to changes.

• Testing and Implementation: Supporting the testing and implementation of new solutions to ensure they meet business needs.

• SQL (for querying relational databases)

• Power BI / Tableau / QlikView (Dashboard creation & data visualization)

• Python or R (Basic scripting for data analysis – optional but advantageous)

• Data modeling and data interpretation

• KPI definition and performance monitoring (e.g., AHT, FCR, NPS, escalation rates)

• Root cause analysis (RCA)

• Statistical analysis and trend forecasting

• Salesforce, SAP CRM, or similar CRM platforms

• Knowledge of telephony/contact center platforms (e.g., Genesys, Avaya)

• Ticketing/Case Management Systems (e.g., ServiceNow)

• Agile/Scrum tools (e.g., JIRA, Confluence)

• Requirements gathering and documentation (BRD, FRD, user stories, use cases)

• Wireframing and prototyping tools (Figma – optional)

• Knowledge of UAT and system testing processes

• Writing and executing test cases/scripts

• Tools: TestRail, Postman (for API testing – optional)

• Project Management Methods (SAFe) -> Thorough knowledge of SAFe in order to work dedicated to an agile team/project as team member.

• Process opt./performance management -> Provide input regarding optimization for the execution of existing processes we report on/analyze; optimize the execution of our team's processes.

• Stakeholder & Expectation Management (Co-creation, Customer Orientation, Purpose) -> Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development/refinement of their vision).

• Collaboration, Moderation & Co-learning (Co-Creation, Feedback, Learning) -> Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.

• Business & Results Orientation (Driven to Win, Pioneering Spirit) -> Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.

• Strategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -> Define strategies for own focus & functional area, and ensure coherence with CAC strategies

• Flexibility, dealing with VUCA (Agility, Customer Orientation) -> Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.

• Bachelor of Engineering (EC, EE, IS)

• Relevant certification (Business/Data Analyst, SAFe)

Why Join Us?

• Be part of a purpose-driven organization that is shaping the future of mobility
• Work on cutting-edge technologies and global projects
• Thrive in a collaborative, diverse, and inclusive environment
• Access world-class infrastructure and continuous learning opportunities

Equal Opportunity Statement

At MBRDI, we are committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of gender, background, or ability.