Aakash Educational Services - Lead - Customer Experience Analytics

About Us

Aakash BYJU'S - India's trusted name in test preparation, offers the best of classroom and online learning experience, thereby giving students an extra edge. We help to prepare students for medical and engineering entrance exams such as National Eligibility Cum Entrance Test (NEET), Joint Entrance Examination (JEE - Main & Advanced), and school/ board examinations including scholarship exams such as NTSE, KVPY, and Olympiads.

Aakash Advantage

- 33 years of providing comprehensive and result-oriented test preparation

- 275+ centres across India to help you prepare in your city

- 3000+ expert faculty to teach, mentor and guide you

- 85000+ Rankers in NEET & JEE

BYJU'S Edge

- World's largest education technology company with over 10 crore students

- Conceptual clarity through high quality videos

- Cutting-edge technology to help you practice and prepare better

Putting students first and continuously striving to meet their needs is core to Aakash BYJU'S. We are on a mission to build an omni-channel learning offering that will catapult the test-prep experience to the next level and help build India's largest education company.

Job Purpose:

The Analytics lead will be responsible for help generate insights into student behaviour and engagement metrics post their enrolment. Also, a key output metric is to identify high risk students who can be engagement to improve retention of students throughout the course. Additionally, the lead will be working with regions and branches to drive the engagement activities for students and parents.

The team will be reporting metrics including Class Attendance, Test Attendance, PTM, Service SLAs on a regular basis. This needs a strong understanding metrics and dashboards, working understanding of SQL and Dashboard generation. Automation is another key part of the role.

Key deliverables of the role include -

- Reporting of weekly and monthly metrics on student engagement

- SLA tracking for the branches and student support center

- Reporting and tracking of key initiatives driven by the Customer Engagement team

- Driving actionable data based insights into retention and attrition of students

- Enabling the team with deep dive analysis to improve performance on various metrics

- Automation of reports and dashboards on tool

Required Skills & Qualification -

- 5-6 years of relevant experience in data analytics and insights

- Worked on tools like Power BI and working understanding of SQL

- Requires strong analytical and problem-solving abilities

- Clear communication and presentation skills;

- Solid analytical and numerical skills;

Responsibilities:

- Student Engagement: The purpose of the Customer Experience lead is to implement centrally designed retention and engagement strategies for students across Foundation and TestPrep. Initiate new and maintain existing communication activities and campaigns for students and parents.

- Ensure continuation and development of existing individual engagement programmes to maintain customer engagement and retention

- Deliver targeted improvements in customer engagement and retention. Managing the reporting of KPIs which identify engagement, using any learning's to improve and optimize the customer journey

- Implement regular review of the teams to ensure high productivity teams delivering effective improvements in the system

- Liaison with Product and Academics to further the customer engagement journeys