Business Analyst, Customer Operations

Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain. From human rights and responsible sourcing to PFAS reporting and Digital Product Passports, Assent transforms regulatory complexity into actionable insights that drive real business outcomes.

With over 900 team members across India, North America, Malaysia, the EU, and Kenya and more than 1,000 customers globally, Assent brings together global perspective and deep domain expertise. Our hybrid work model enables teams to collaborate effectively across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability. This reflects our commitment to building technology that drives business performance while creating long-term value for people and the planet.

People First. Technology Forward.

Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high-performing team. We recruit and retain team members with a range of backgrounds, experiences, and perspectives, while fostering a culture of belonging where all Assentees are respected, supported, and empowered to contribute.

As we continue to embed AI into how we work, we do so thoughtfully, enhancing human potential, supporting better decision-making, and prioritizing appropriate oversight, privacy, and fairness.

At Assent, we value your privacy and are committed to maintaining transparency in how we handle your personal information. As part of our talent acquisition and management processes, we may use AI technologies to support activities such as resume screening, candidate communication, and talent analytics.

As the Business Analyst of Customer Experience (CX) Operations, you will play a crucial role in bridging the gap between business needs and technology solutions. You support business growth, optimize scaling operations, and align cross-functional teams. You’ll act as a critical connector between business stakeholders and technical teams, helping gather business requirements, build reporting and dashboards, analyze data, and improve day-to-day processes and data-driven strategies. You will be hands-on with data platforms and expected to independently generate insights and reporting using tools like Tableau, Excel, Salesforce and other internal systems. 

This position is ideal for a highly analytical and strategic thinker who thrives in ambiguity, adapts quickly to change, and excels at translating complex business needs into practical solutions.

Key Responsibilities 

• Business Needs Assessment and Requirements Definition

• Moving with speed, partner with stakeholders across CX, product, marketing, and operations to understand challenges, opportunities, and evolving priorities.

○ Translate complex business needs into structured, actionable requirements suitable for both technical and non-technical audiences.

• Data Analysis and Insight Generation

• Assemble and analyze customer experience, customer programs, and operational data to identify key trends, risks, and performance drivers.

• Independently build and maintain dashboards and reports using tools such as Tableau, Salesforce, Excel, or Looker Studio to provide real-time visibility into customer health, churn, and CX operational KPIs.

• Proactively access and manipulate data from internal systems and tools to support ad hoc analysis, leadership reporting, and strategic initiatives.

• Interpret data to inform business decisions, validate solution effectiveness, and support continuous improvement initiatives.

• Solution Design and Delivery Support

• Document and analyze current-state workflows to identify inefficiencies, bottlenecks, or gaps in execution.

• Work closely with Enterprise Business Systems, Revenue Operations, and Solutions Consultants to design systems and tool enhancements that align with business needs.

• Produce high-quality documentation including Business Requirements Documents (BRDs), Functional Specifications (FSDs), use cases, and process flows.

• Support user acceptance testing (UAT) by developing test cases, coordinating feedback, and confirming delivery meets original intent and business goals.

• Assist project managers with initiative scoping, effort estimation, and timeline planning.

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 3–5 years in business analysis, preferably in high-growth or SaaS settings; familiarity with Salesforce CRM, SaaS/eCommerce models, and business case development.
• Bachelor’s degree in Business, Information Systems, or related field (MBA or certification like CBAP is a plus).
• Experience using generative AI or automation tools (e.g., ChatGPT, Notion AI, Alteryx, or Power Automate) to drive efficiency and scale analysis.
• Strategic and business-minded - you are a critical thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement.
• You are proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.
• Comfortable with ambiguity, quick pivots, and tight deadlines.
• Strong communication, influencing, and stakeholder management skills.
• Working knowledge of SQL, Python, or other scripting languages is a plus

 

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.  

We use AI to support parts of our recruitment process, such as note-taking and initial shortlisting based on job-related qualifications. AI does not make hiring decisions. All candidates will speak with a real person, and final decisions are always made by our recruitment team.