Global ACS Service Quality Business Analyst

DHL Express \- a company that connects people!
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What makes DHL great? Our People! We know each employee’s individual contributions make us the \#1 Express Delivery and Logistics Company in the world.

*Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine* DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today!

We are looking for a Global ACS Service Quality Business Analyst based in Diegem to support global service quality, network operations, and digitalization initiatives. In this role, you will leverage data, reporting tools, and business intelligence platforms to deliver actionable insights, drive operational excellence, and support strategic decision\-making across the global ACS organization.

As a key contributor to ACS reporting and digital transformation efforts, you will collaborate with stakeholders across global, regional, and country teams, ensuring data integrity, reporting governance, and continuous improvement of reporting solutions..

How will you contribute to the success of DHL?
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• Design, develop, and maintain reports, dashboards, and scorecards by integrating data from multiple sources to support ACS Service Quality, Network Operations, and 3rd Party Handling teams.


• Generate ad\-hoc analyses and reports for senior management to address urgent operational and strategic business needs.


• Identify and define new reporting and data requirements in line with evolving business objectives.


• Document, manage, and track reporting\-related change requests, ensuring proper governance and transparency.


• Maintain and continuously improve existing reporting solutions to ensure accuracy, performance, and business relevance.


• Serve as a data champion for ACS digitalization initiatives, with a strong focus on platforms such as Power BI.


• Drive compliance with data governance standards, policies, and best practices across the ACS community.


• Provide reporting and analytical support to stakeholders at global, regional, and country levels, including ACS Sales, Capacity Management, and Network Operations teams.


• Create and maintain user documentation and communication materials to facilitate effective adoption of reporting tools.


• Support user acceptance testing (UAT) and implementation activities to ensure high\-quality report delivery.


• Provide technical and administrative support for ACS projects, including performance measurement, status reporting, and stakeholder communication.


• Identify, propose, and implement innovative reporting and analytical solutions that enhance business performance.


• Develop presentations and communication materials to support engagement and awareness within the ACS organization.


• Organize and deliver training sessions to enable users to effectively leverage reporting tools and data insights.


• Continuously expand technical expertise in business intelligence, reporting, analytics, and software applications to maintain high\-quality business support.

• Minimum 3 years of experience in a Business Analyst, Data Analyst, or similar analytical role.


• Experience working within global, regional, or country\-level organizations, preferably in a multinational environment.


• Strong knowledge of DHL ACS operations, cargo industry KPIs, Global SOPs, and related reporting and IT systems.


• Demonstrated experience working with business intelligence tools, reporting platforms, and data analysis solutions.


• Bachelor’s degree in Engineering, Economics, Science, or a related discipline, or equivalent relevant experience.


• Proven data\-driven mindset with strong analytical and business\-oriented thinking.


• Design, develop, maintain, and continuously improve reports, dashboards, and scorecards supporting ACS Service Quality, Network Operations, and 3rd Party Handling activities.


• Analyze complex datasets, identify trends, and provide actionable insights to support operational and strategic decision\-making.


• Produce ad\-hoc analyses and management reports in response to business and leadership requirements.


• Identify new reporting and data requirements, translating business needs into effective analytical and technical solutions.


• Ensure reporting governance by managing change requests, maintaining data quality standards, and supporting compliance with data policies.


• Act as a key contributor to ACS digitalization initiatives and promote the effective use of business intelligence platforms, including Power BI.


• Provide reporting, analytical, and technical support to stakeholders across global, regional, and country organizations.


• Develop user documentation, communication materials, and training sessions to drive adoption of reporting solutions and data\-driven decision\-making.


• Utilize advanced analytical tools and technologies, including Excel, Access, SQL, Teradata, Cognos, and preferably Power BI and Dataiku, while continuously driving innovation and process improvements.

This position offers the opportunity to play a key role in shaping the future of ACS reporting, analytics, and digital transformation. You will work with global stakeholders, influence strategic decision\-making, and contribute to continuous improvements that enhance service quality and operational performance across the DHL network.
If you are passionate about data, analytics, and driving business excellence on a global scale, we encourage you to apply.

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

*DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.*

Saskia Van den Kerkhove \- Senior HR Business PartnerSarah Stroobants \- HR Specialist

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