Business Analysis Manager - Care Voice of the Customer Program Support

This role supports the Care Voice of Customer (VOC) program, spanning Internal and Global Care, Messaging, and Social channels. The Business Analysis Manager is responsible for ensuring the accuracy, consistency, and overall health of Care VOC programs through the implementation and ongoing monitoring of health checks, proactive issue identification and resolution, and close partnership with key stakeholders who rely on Care VOC insights. This role plays a hands-on part in day-to-day operations, including managing and resolving tickets from frontline teams to ensure timely support and program stability. In parallel, the role continuously evaluates opportunities to improve efficiency, streamline processes, and enhance the effectiveness of VOC programs. The Business Analysis Manager leads data mining, business intelligence, and reporting efforts to deliver actionable insights and recommendations. The role collaborates closely with cross-functional partners to conduct analysis that supports business improvements, operational decision-making, and performance management. Success is measured by the accuracy, reliability, and business impact of KPIs and insights that inform resource prioritization, performance benchmarks, and customer experience strategies.