About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
The Business Analyst, People Solutions is a hands-on role focused on executing global HR and Recruiting initiatives. With a strong focus on project delivery, you will serve as the execution engine that turns high-level strategy into concrete reality.
You will navigate a complex, global environment to drive high-impact delivery across the entire project lifecycle: from conducting research and mapping processes to managing change and supporting solution rollouts. By managing project details, optimizing workflows, and ensuring strategic initiatives are executed successfully, you will help our global People solutions scale effectively.
As a Business Analyst, People Solutions, You Will…
- Conduct research and analyze operational data to inform project solutions. Use quantitative insights to help the team understand workflow bottlenecks and validate the impact of proposed improvements.
- Partner closely with Subject Matter Experts across HR and Recruiting to map out, design, and document new workflows and processes.
- Act as a bridge between the business and various corporate support functions (such as Operations, IT, or system developers). Collaborate across these diverse teams to standardize practices, eliminate redundancies, and build scalable processes.
- Navigate various organizational structures across the globe, engaging with a wide spectrum of audiences: from frontline operational employees to system developers and senior leaders.
- Prepare clear communications and lead engagement activities to ensure all teams are aligned, informed, and ready to seamlessly adopt new processes or tools.
- Take absolute ownership of assigned project work packages and deliverables.
- Maintain project documentation, track milestones, monitor risks, and keep execution schedules completely on track with minimal oversight.
- Coordinate the practical rollout of new processes and tools.
- Gather structured user feedback and track adoption metrics to ensure solutions meet business requirements and are successfully adopted post-launch.
As a Business Analyst, People Solutions, You Need…
- Bachelor's degree in Business Administration, Human Resources, Management Information Systems, or a related field.
- 2-3 years of professional experience in business analysis, project coordination, or process improvement, ideally within a fast-paced global company, a shared services environment, or an HR/Talent Acquisition department.
- Practical familiarity with business analysis frameworks (e.g., requirements gathering, process mapping) and project delivery models.
- Baseline understanding of core human capital systems (ATS, HRIS, or ERP platforms) and process mapping software.
- The ability to take initiative and drive deliverables independently, follow up across different teams, and get things done without waiting for a checklist.
- Process Mapping & Analysis skills, proficiency in mapping workflows and translating operational flows into logical requirements.
- Strong skill in adapting communication styles and building relationships across all organizational levels.
- A data-informed mindset, competency in utilizing quantitative insights and conducting research to validate your ideas and guide solution design.
- Adaptability & Ambiguity Management skills, capability to navigate uncertain scenarios and build structured solutions when given high-level guidance.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Bachelor's degree in Business Administration, Human Resources, Management Information Systems, or a related field
- 2-3 years of professional experience in business analysis, project coordination, or process improvement
- Experience in a fast-paced global company, shared services environment, or HR/Talent Acquisition department
- Familiarity with business analysis frameworks, including requirements gathering and process mapping
- Familiarity with project delivery models
- Baseline understanding of ATS, HRIS, or ERP platforms
- Familiarity with process mapping software
- Ability to take initiative and independently drive deliverables
- Process mapping and analysis skills, including translating operational flows into logical requirements
- Strong communication and relationship-building skills across organizational levels
- Ability to use quantitative insights and conduct research to guide solution design
- Adaptability and ambiguity management skills
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
