๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ด๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ญ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ด-๐ญ๐ฑ ๐๐ฃ๐)
Experience: 5+ yrs
Location: Bengaluru, Karnataka, India
We are looking for a strategic and data-drivenย Customer Experience (CX) & Analytics Leaderย to drive customer-centric transformation through customer insights, advanced analytics, and continuous improvement initiatives. This role combinesย customer experience strategy, business analytics, performance measurement, and cross-functional leadershipย to improve customer satisfaction, loyalty, retention, operational efficiency, and overall business performance.
The ideal candidate will be skilled at translating complex customer and business data into actionable insights that enable better decisions and measurable improvements across the customer journey.
Requirements
Key Responsibilities
- Develop and execute customer experience strategies aligned with business objectives.
- Map and optimise end-to-end customer journeys across digital and physical touchpoints.
- Lead customer and business analytics initiatives to generate actionable insights.
- Design and manage Voice of Customer programmes using surveys, contact centres, digital channels, and customer feedback.
- Develop dashboards, reports, and executive presentations usingย Power BI, Tableau, Looker, Qlik, or similar tools.
- Monitor and improve key metrics, including NPS, CSAT, CES, customer retention, churn, Customer Lifetime Value (CLV), and First Contact Resolution (FCR).
- Analyse customer segments, behaviour, preferences, and engagement patterns to enable personalised experiences.
- Apply predictive and prescriptive analytics to identify customer risks, business opportunities, and emerging trends.
- Collaborate with IT and Data Engineering teams to strengthen data quality, governance, and reporting accuracy.
- Leverage CRM platforms and customer data systems to establish a unified customer view.
- Explore AI, machine learning, and automation opportunities to improve customer insights and operational efficiency.
- Lead cross-functional improvement projects based on customer feedback and performance data.
- Present recommendations, business cases, and performance insights to senior stakeholders.
- Drive continuous improvement using Lean, Six Sigma, Design Thinking, and process optimisation methodologies.
- Establish governance for CX measurement, reporting, and improvement initiatives.
What Makes You a Great Fit
- 5+ years of experienceย in Customer Experience, Business Analytics, Customer Insights, Customer Success, or a related field.
- Proven ability to develop customer experience strategies and drive measurable business improvements.
- Strong understanding of customer journey mapping, Voice of Customer programmes, and customer segmentation.
- Hands-on experience withย Power BI, Tableau, Looker, Qlik, or comparable business intelligence platforms.
- Proficiency in SQL, data analysis, dashboard development, and performance reporting.
- Understanding of CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot.
- Knowledge of predictive analytics, AI/ML concepts, and data-driven decision-making.
- Experience tracking CX metrics and translating findings into actionable improvement plans.
- Strong analytical, problem-solving, communication, and executive presentation skills.
- Excellent stakeholder management, influencing, and cross-functional collaboration abilities.
- A customer-centric mindset with strong business acumen and a focus on continuous improvement.
- A bachelor's degree in Business, Analytics, Statistics, Engineering, Marketing, or a related discipline is preferred. An MBA or relevant professional certifications in CX, analytics, or process improvement would be an advantage.