Flipkart - Lead - Analytics

Analytics Lead

Role Summary: In this role the person would be responsible for providing business intelligence and inputs related to various aspects of driving Transactional and Journey based Customer Experience initiatives.

Job Description:

- Ability to translate structured and unstructured problems into analytical frameworks

- Ability to experiment with alternate analytical techniques to solve problems.

- Ability to plan and execute deliverables

- Ability to multi-task and work on a diverse range of requirements

- Ability to understand business nuances and its implications on customer experience

- Provide actionable insights (from data analysis) to stakeholders

- Ad-hoc analysis and support on strategic and tactical CX initiatives

- Build metrics improvement roadmaps with insights noncritical levers to achieve targets

- Experience in Descriptive, Predictive, Prescriptive analysis

- Key CX metrics for improvement: NPS, Resolution Rate, Incident reduction, Contact reduction, Cycle time reduction

Skills/experience required:

- Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.

- Minimum 5-6 years of experience as a Business Analyst

- Engineering graduate in Computer Science, Bachelors/Masters degree in Computer Science, Maths, Statistics

- Advanced level expertise in MS Office applications, with good presentation skills

- Strong handle of SQL, Excel, other scripting languages (R, Python, SPARK, SAS, etc)

- Excellent verbal and written communication skills in English

- Good to have: working experience with BI tools (Power BI, Tableau, Qlikview, Datastudio, etc)

- Ability to work with a diverse range of stakeholders, both within and outside CX

- Experience of working in a fast-paced environment