People Service Excellence Analyst

About the Position

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.

We are currently seeking a People Service Excellence Analyst to join our team in Bangkok. The successful candidate will support the analysis, improvement, and standardization of people and organization development processes across Agoda. This role is ideal for someone with experience in HR operations and process improvement, as well as a foundational understanding of technology implementation in an HR environment.

Responsibilities

• Analyze 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.
• Engage with stakeholders and business users to understand their needs, challenges, and objectives.
• Gather, analyze, and document user stories, business, and functional requirements.
• Translate business needs into clear, structured requirements.
• Facilitate workshops, interviews, and requirement elicitation sessions.
• Validate requirements with relevant stakeholders and ensure alignment with business priorities.
• Manage stakeholder expectations and communicate project updates, risks, dependencies, and decisions clearly.
• Provide basic business analysis support for HR technology initiatives, system enhancements, and process automation projects.
• 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.
• Ensure process changes are appropriately documented, communicated, and embedded.
• Contribute to continuous improvement governance, standards, and best practices.

Requirements

• 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 organizational 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.

Nice to Have

• 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, and impact assessment.
• Exposure to Agile, Waterfall, or hybrid project delivery methodologies.
• 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.

We Offer

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and innovative environment.
• Professional development and growth opportunities.
• Diverse and inclusive workplace culture.

About the Company

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.

Equal Opportunity Employer

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.

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