Role Overview :

This role is pivotal in shaping the customer journey for our B2C products. The CX Analyst & Product Insights specialist will be responsible for diving deep into customer data, identifying pain points, and uncovering opportunities to enhance our offerings. Working closely with Product Managers, Marketing, and Customer Service teams, this individual will translate complex data into actionable insights that directly influence product development and strategy. The ultimate goal is to elevate customer satisfaction, drive engagement, and contribute significantly to our business growth in the competitive Tier-1 market. This is a high-impact position based in Pune, requiring a strategic thinker with a keen eye for detail and a passion for understanding the customer.

Key Responsibilities :

- Analyze extensive B2C customer feedback, behavioral data, and market trends to identify key drivers of satisfaction and churn, informing product roadmap decisions.

- Collaborate with Product Managers to define and track key CX metrics, ensuring alignment between product features and customer needs for optimal user experience.

- Develop and present compelling data-driven insights and recommendations to senior leadership and cross-functional teams, influencing strategic product and customer experience initiatives.

- Design and execute A/B tests and user research studies to validate hypotheses and measure the impact of new features or improvements on customer behavior and sentiment.

- Monitor competitive landscape and industry best practices in CX and product analytics, proactively suggesting innovative approaches to maintain our market leadership.

- Partner with Customer Service to identify systemic issues and translate them into product requirements, fostering a continuous improvement cycle for our B2C offerings.

Required Skillset :

- Proven ability to conduct in-depth quantitative and qualitative analysis of customer data, translating complex datasets into clear, actionable product and CX strategies.

- Strong proficiency in analytical tools (e.g., SQL, Excel, Google Analytics, Tableau/Power BI) and experience with CX platforms (e.g., Qualtrics, SurveyMonkey, Medallia).

- Exceptional communication and presentation skills, capable of articulating insights to diverse audiences, from technical teams to executive leadership, with confidence and clarity.

- Demonstrated experience in B2C product environments, understanding the nuances of consumer behavior and market dynamics in a Tier-1 context.

- A strategic mindset with the capacity to connect micro-level customer interactions to macro-level business objectives, driving tangible improvements in customer satisfaction and retention.

- Bachelor's or Master's degree in a quantitative field such as Business Analytics, Economics, Statistics, Computer Science, or a related discipline from a top-tier institution.

- Adaptability to a dynamic, fast-paced work environment in Pune, collaborating effectively with on-site and hybrid teams.