At Alibaba Travels’ Operations Excellence team, we’re looking for a process-driven and data-oriented Business Analyst to help us optimize workflows and enhance customer service efficiency.
You will act as the bridge between data and operations—analyzing business processes, identifying improvement opportunities, and transforming insights into actionable initiatives.
If you have a structured mindset, enjoy finding root causes, and thrive in a dynamic environment, this is the right place to grow.

Responsibilities:

• Analyze and model customer service operational processes to identify bottlenecks and improvement opportunities.
• Map and document As-Is and To-Be process flows and suggest change initiatives.
• Analyze performance data and provide data-driven recommendations.
• Design and build management dashboards in Power BI (or similar BI tools) to track KPIs.
• Collaborate with Data, QA, and Operations teams to define and monitor KPIs and SLAs.
• Conduct ad-hoc analyses to support managerial decision-making.
• Work closely with tech and product teams to implement improvement actions.
• Prepare analytical reports and visual summaries for managers and stakeholders.

Requirements:

• Bachelor’s degree in Industrial Engineering, Management, Data Science, or IT.
• 1 year of experience in process analysis or business/data analysis in operational or service environments.
• Strong proficiency in Excel and familiarity with BI tools (Power BI, Tableau, etc.).
• Understanding of process modeling (BPMN) and Process Mining concepts.
• Familiarity with SQL and basic knowledge of Python is a plus.
• Knowledge of KPI, SLA, gap analysis, and continuous improvement principles.
• Ability to identify trends and patterns in performance data.
• Strong communication skills with the ability to simplify analytical insights.
• Attention to detail, discipline, and eagerness to learn.
• Ability to work in teams and manage multiple projects simultaneously.