Role Overview:

We are seeking a high-impact CX Analyst & Product Insights professional to join our B2C team in Pune. In this role, you will serve as the bridge between raw user behavior and strategic product evolution, transforming complex data sets into actionable narratives that drive customer satisfaction and retention. You will work closely with cross-functional teams, including Product Managers, Engineering, and Marketing, to identify friction points in the user journey and champion data-backed improvements. By synthesizing qualitative feedback with quantitative product metrics, you will directly influence our product roadmap, ensuring that every feature release enhances the end-to-end customer experience and contributes to our core business growth metrics.

Key Responsibilities:

- Analyze end-to-end user journeys across our B2C platforms to identify drop-off points and optimize conversion funnels for improved user retention.

- Synthesize quantitative product usage data with qualitative customer feedback to provide actionable insights that guide the product development lifecycle.

- Design and monitor key performance indicators (KPIs) related to customer satisfaction and product health to provide stakeholders with clear visibility into business performance.

- Collaborate with the product team to design A/B tests and experiments, ensuring that every feature iteration is validated by data before a full-scale rollout.

- Translate complex analytical findings into compelling visual reports and presentations for leadership to facilitate data-driven decision-making.

- Partner with customer support and operations teams to identify recurring pain points, ensuring that product fixes are prioritized based on actual customer impact.

Required Skillset:

- Demonstrated expertise in product analytics tools such as Mixpanel, Amplitude, or Google Analytics to track and interpret user behavior patterns.

- Strong proficiency in SQL for data extraction and manipulation, combined with the ability to build sophisticated dashboards in tools like Tableau or PowerBI.

- Proven ability to communicate complex data insights to non-technical stakeholders, ensuring that findings are translated into clear business strategy.

- Exceptional problem-solving skills with a focus on identifying root causes behind customer churn and engagement fluctuations.

- A collaborative mindset that thrives in a fast-paced, cross-functional environment, with the ability to manage multiple priorities in our Pune-based office.

- A degree in Engineering, Statistics, Economics, or a related quantitative field from a top-tier institute, reflecting a strong analytical foundation.

- 4 to 8 years of professional experience in a consumer-facing product environment, with a deep understanding of B2C user psychology and digital product ecosystems.