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Understanding the Role of a Business Analyst
A Business Analyst is the bridge between business chaos and clarity—decoding problems, digging into data, and driving impact.
This post dives into a real Swiggy case where timely analysis turned delayed deliveries into improved customer experience.
Understanding the Role of a Business Analyst (with Real Example)
When people ask me what a Business Analyst does, I smile and say:
“We’re the translators between business problems and data-backed solutions.”
But trust me, there’s more to this role than what meets the eye.
👓 What is the Role of a Business Analyst?
A Business Analyst (BA) is like a detective, storyteller, and strategist—all rolled into one.
They:
✅ Understand business problems
✅ Dive deep into data
✅ Find actionable insights
✅ Work with teams to implement solutions
Whether you’re in tech, e-commerce, logistics, or food delivery—the essence of this role stays the same: Make smarter decisions through analysis and communication.
🧩 Real Example: Fixing Delivery Delays at Swiggy
Let’s go behind the scenes to show how a BA adds value in real-world chaos.
Problem: The North-Eastern region of Swiggy’s operations saw frequent delivery delays during peak evening hours.
Here’s what I did, step-by-step:
| Step | Action | Impact |
|---|---|---|
| 1️⃣ | Identified the Business Pain Point – Using Jira tickets, customer complaints, and regional delivery data | Brought clarity to the recurring issue |
| 2️⃣ | Data Collection & Cleaning – Used Excel and WPS to collate order logs, gig worker availability, and time-stamp data | Made raw data analysis-ready |
| 3️⃣ | Exploratory Analysis – Used SQL to query peak-time records and gap durations | Found that gig workers were assigned inefficiently |
| 4️⃣ | Dashboard Creation – Built a Power BI dashboard that visualized delays by region, gig slot, and order volume | Enabled real-time insights for stakeholders |
| 5️⃣ | Suggested Solutions – Proposed changes in dispatch logic & dynamic incentives based on order heat maps | Sparked test-run of revised algorithms |
| 6️⃣ | Stakeholder Communication – Coordinated with Operations, Product & Tech on Slack and in Jira comments | Maintained clarity and aligned goals |
| 7️⃣ | Tracked Post-Implementation Data – Analyzed the improvement over two weeks | Delivery time improved by 18%, NPS rose by 12 pts |
🧠 What Makes a Good Business Analyst?
Here are the underrated superpowers I’ve learned to build:
🔍 Curiosity – Always ask why
📊 Data Sensibility – Knowing which metric matters
🗣️ Communication – Turning findings into stories
🤝 Collaboration – Aligning diverse teams
🧩 Problem-Solving – From chaos to clarity
🧠 Business Context – Knowing the “why” behind the data
💻 Tools I Used in This Project
| Tool | Purpose |
|---|---|
| Excel & WPS Office | Quick calculations, filtering and cleaning |
| SQL | Querying the delivery and order data |
| Power BI | Building visual dashboards |
| Jira | Tracking progress and stakeholder updates |
| Slack | Cross-team communication |
💬 Would You Love This Role?
Do you love solving puzzles, working with data, and influencing real outcomes?
Then Business Analysis might just be your thing.
🗣️ DM me or drop your thoughts below. Let’s chat about how this role might fit you—or how to get started.
📌
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