Business Analyst – Experience Centre

About the role

The Experience Centre Business Analyst will turn operational, financial and guest‑experience data into actionable insights that drive service excellence across Explora Journeys’ global contact‑centre network. Based in Johannesburg, you will support teams in South Africa, Manila, the UK, Europe, Australia and the USA, helping them deliver white‑glove service to luxury travellers.

Key responsibilities

• Analyse complex, multilingual datasets to uncover trends, performance gaps and growth opportunities.
• Translate findings into clear recommendations that improve operational efficiency, revenue and guest satisfaction.
• Partner with Operations, Workforce Management, Quality Assurance and senior leadership to influence strategic decisions.
• Design, customise and maintain Power BI dashboards and interactive reports for daily operations and executive planning.
• Develop automated reporting solutions that provide near‑real‑time visibility of Experience Centre KPIs.
• Monitor guest behaviour, demand patterns and service delivery metrics to support continuous improvement.

Required profile

• Proven experience analysing large, multi‑source datasets and delivering actionable business insights.
• Strong analytical mindset with the ability to identify root causes and propose data‑driven solutions.
• Excellent communication skills, able to present findings to both technical and non‑technical stakeholders.
• Experience working in a global, multilingual contact‑centre environment is a plus.

Required skills

• Power BI