People Service Excellence Analyst

Job description

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Position Overview

We are looking for an Analyst to support the analysis, improvement, and standardization of people and organization development processes across Agoda. The successful candidate will work closely with stakeholders within the people and organization development team, Centres of Expertise, and people technology partners to document process, translate business needs into clear requirements, and support the implementation of continuous improvements project and technology implementation.

This role is suited to someone with experience in HR operations and process improvement , as well as a foundational understanding of technology implementation in an HR environment (e.g. workday, Oracle HCM, SAP SuccessFactors, or ServiceNow HRSD) .

Key Competencies

Business and HR Acumen: Understands HR processes and connects them to business needs.

Continuous Improvement Mindset

Proactively identifies opportunities to simplify, standardise, and improve ways of working.

Analytical Thinking

Uses data, evidence, and structured analysis to develop recommendations.

Stakeholder Collaboration

Builds effective working relationships with HR, business, technology, and vendor teams.

Requirements

Management: Captures and communicates requirements accurately and clearly.

Technology Adaptability

Comfortable learning and supporting HR systems without needing to be a technology specialist.

Key Responsibilities

Analyse existing HR processes, workflows, services, and procedures to identify inefficiencies and improvement opportunities. Document current-state and future-state processes using process maps, workflow diagrams, and standard operating procedures. Recommend improvements that enhance operational efficiency, service quality, compliance, and employee experience. Support the development and maintenance of HR process documentation, guidelines, and knowledge materials.

Business Requirements and Stakeholder Management Engage with stakeholders and business users to understand their needs, challenges, and objectives. Gather, analyse, and document user stories, business, and functional requirements. Translate business needs into clear, structured requirements Facilitate workshops, interviews, and requirement eliciation sessions. Validate requirements with relevant stakeholders and ensure alignment with business priorities.

Manage stakeholder expectations and communicate project updates, risks, dependencies, and decisions clearly. HR Technology Implementation Support Provide basic business analysis support for HR technology initiatives, system enhancements, and process automation projects. Reporting and Governance Prepare analysis, recommendations, status updates, and project status reports. Track process improvement actions, project deliverables, risks, issues, and dependencies.

Support the creation of process performance measures and service-level indicators. Ensuring process changes are appropriately documented, communicated, and embedded. Contribute to continuous improvement governance, standards, and best practices.

Required Qualifications and Experience

Bachelor’s degree in business administration, Human Resources, Information Systems, Operations, or a related discipline . 2–5 years of experience in business analysis, HR operations, HR process improvement, HR transformation, or a related role. Practical experience working with HR processes and understanding of the employee lifecycle. Experience analyzing and documenting business processes, workflows, and operating procedures.

Experience gathering requirements and working with multiple stakeholders. Strong analytical, problem-solving, and organisational skills. Ability to translate complex business needs into clear and practical requirements. Strong written and verbal communication skills. Proficiency in Microsoft Office or equivalent tools, particularly Excel, PowerPoint, and process documentation tools.

Preferred Qualifications

Experience working with Human Capital solutions, case management, or other HR applications.

Familiarity with business analysis techniques such as: Process mapping Root-cause analysis Gap analysis Stakeholder analysis Requirements traceability Impact assessment Exposure to Agile, Waterfall, or hybrid project delivery methodologies desired. Familiarity with tools such as Jira, Confluence, Visio, Lucidchart, Miro, or similar platforms. Knowledge of HR policies, controls, data privacy, and compliance considerations.

Relevant certification in business analysis, project management, HR, Lean, or process improvement is an advantage. Adoption and sustainability of improved HR processes. Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works. Discover more about working at Agoda Agoda Careers https://careersatagoda.com Facebook https://www.facebook.com/agodacareers/ LinkedIn https://www.linkedin.com/company/agoda YouTube https://www.youtube.com/agodalife Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations.

We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy . Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.