Business Analyst, Customer Operations

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, Pune and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

As the Business Analyst of Customer Experience (CX) Operations, you will play a crucial role in bridging the gap between business needs and technology solutions. You support business growth, optimize scaling operations, and align cross-functional teams. You’ll act as a critical connector between business stakeholders and technical teams, helping gather business requirements, build reporting and dashboards, analyze data, and improve day-to-day processes and data-driven strategies. You will be hands-on with data platforms and expected to independently generate insights and reporting using tools like Tableau, Excel, Salesforce and other internal systems.

This position is ideal for a highly analytical and strategic thinker who thrives in ambiguity, adapts quickly to change, and excels at translating complex business needs into practical solutions.

Key Responsibilities

• Business Needs Assessment and Requirements Definition

  • Moving with speed, partner with stakeholders across CX, product, marketing, and operations to understand challenges, opportunities, and evolving priorities.
    

    • Translate complex business needs into structured, actionable requirements suitable for both technical and non-technical audiences.

• Data Analysis and Insight Generation

  • Assemble and analyze customer experience, customer programs, and operational data to identify key trends, risks, and performance drivers.

  • Independently build and maintain dashboards and reports using tools such as Tableau, Salesforce, Excel, or Looker Studio to provide real-time visibility into customer health, churn, and CX operational KPIs.

  • Proactively access and manipulate data from internal systems and tools to support ad hoc analysis, leadership reporting, and strategic initiatives.

  • Interpret data to inform business decisions, validate solution effectiveness, and support continuous improvement initiatives.

• Solution Design and Delivery Support

  • Document and analyze current-state workflows to identify inefficiencies, bottlenecks, or gaps in execution.

  • Work closely with Enterprise Business Systems, Revenue Operations, and Solutions Consultants to design systems and tool enhancements that align with business needs.

  • Produce high-quality documentation including Business Requirements Documents (BRDs), Functional Specifications (FSDs), use cases, and process flows.

  • Support user acceptance testing (UAT) by developing test cases, coordinating feedback, and confirming delivery meets original intent and business goals.

  • Assist project managers with initiative scoping, effort estimation, and timeline planning.

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 3–5 years in business analysis, preferably in high-growth or SaaS settings; familiarity with Salesforce CRM, SaaS/eCommerce models, and business case development.
• Bachelor’s degree in Business, Information Systems, or related field (MBA or certification like CBAP is a plus).
• Experience using generative AI or automation tools (e.g., ChatGPT, Notion AI, Alteryx, or Power Automate) to drive efficiency and scale analysis.
• Strategic and business-minded - you are a critical thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement.
• You are proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.
• Comfortable with ambiguity, quick pivots, and tight deadlines.
• Strong communication, influencing, and stakeholder management skills.
• Working knowledge of SQL, Python, or other scripting languages is a plus

Additional Information

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.