Buisness Analyst - Customer Insight

MHIRJ is the fusion of two major legacies: Mitsubishi Heavy Industries (MHI) and the CRJ Series aircraft program. We provide comprehensive operational, engineering, and customer support solutions, including maintenance, refurbishment, technical publications, marketing, and sales activities for the global regional aircraft industry. We are currently seeking a Business Analyst (Customer Insight) – Business Operations & Planning to join our team!

Position Summary

The Business Operations & Planning team’s main objective rests with leveraging data and analytical techniques to be able to guide business decisions with primary focus on the health of the company’s P&L. The Business Analyst is a key contributor for providing insight to help enhance the fidelity of emerging customer issues and managing stakeholders when executing recommendations.

You will leverage strong analytical skills to interpret data and provide the clarity needed to guide organizational decisions. By translating metrics into clear, evidence-based narratives, you will help bridge the gap between day-to-day operations and high-level reviews, ensuring that every insight is backed by a thorough and balanced perspective.

Your Role as a Business Analyst (Customer Insight)

• Performance Review Packs – Quarterly/Monthly review materials highlighting trends in customer experience, delivery reliability, and support responsiveness.
• KPI Frameworks – Defined and tracked metrics linking operational efficiency to customer outcomes.
• Root Cause & Trend Analysis – Deep dives into recurring customer pain points, delays, or service gaps with actionable recommendations.
• Voice of Customer Reports – Synthesized feedback from customer support team into insights that inform planning and process improvements.
• Ad‑hoc Analytical Support – Rapid response analyses for leadership or customer‑facing teams to support decision‑making
• Stakeholder Alignment – Engage across various departments to synthesize diverse perspectives and insights, ensuring a comprehensive understanding of all contributing factors and facilitating a unified, well-rounded approach to every review and presentation.

What You’ll Need to Succeed

• Minimum 3 years of experience in an analytical or business support role, with a proven track record of using data to provide operational clarity and support organizational objectives; airline or aerospace experience is an asset.
• Analytical Insight: The ability to look at historical information to establish a clear baseline and ensure future goals are grounded in a realistic understanding of the current landscape.
• Analytical Experience & Excel Acumen: Proven experience in data analysis with a high level of proficiency in Excel to manipulate, organize, and interpret complex information sets accurately.
• Investigative Curiosity: A natural drive to dig beneath the surface and cross-reference information to ensure that what is being reported is supported by objective facts.
• Effective Storytelling: Strong communication skills to synthesize investigations into high-impact presentations that influence stakeholders and provide a practical path forward.
• Communication Skills: Excellent interpersonal skills with the ability to build consensus and maintain positive working relationships across various internal departments.
• Operational Discipline: The ability to manage multiple priorities under pressure with a high degree of accuracy and a commitment to meeting organizational deadlines.
• Independent Problem-Solving: A self-motivated approach to navigating information, prioritizing tasks, and managing time-sensitive projects with minimal oversight.

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