Lead Analyst – Service Improvement (Digital Customer Operations)

About the role

The Lead Analyst Service Improvement will drive service improvement across SITA’s global digital customer support operations. Working with Global Pre‑Sales, Customer Success Managers and operational teams, you will translate customer feedback into measurable improvement plans and ensure their execution.

Key responsibilities

• Act as the strategic liaison between Global Pre‑Sales, Customer Success and Digital Customer Operations to align expectations, delivery and capabilities.
• Gather and analyse Voice of Customer data, complaints, service interactions and operational performance to identify trends and root causes.
• Translate insights into prioritized improvement initiatives with defined owners, timelines and success metrics.
• Own and govern improvement plans, tracking actions, escalating issues and validating measurable gains.
• Lead Build‑to‑Run transitions for new customers, products and services, ensuring onboarding, operational readiness and knowledge transfer.
• Drive capacity planning and risk identification for global digital support teams.

Required profile

• Minimum 5 years of experience in customer experience, service improvement or related disciplines.
• Proven ability to lead cross‑functional improvement actions from analysis through implementation and validation.
• Bachelor’s degree in Business, IT, Engineering, Data Analytics or equivalent experience.

Required skills

• ServiceNow
• Power BI
• Microsoft Excel
• Automation, AI and self‑service technologies
• ITIL, Lean Six Sigma or Project Management certifications

What we offer

• Flexible work options: up to 2 days remote per week, flexible days and locations.
• Employee wellbeing programs including EAP and Champion Health.
• Professional development through LinkedIn Learning, Microsoft initiatives and other platforms.
• Competitive benefits aligned with local markets.
• Inclusive, diverse workplace recognized as a Great Place to Work®.