Job Description :

About the Role :

We are building a central Design Thinking function that will play a pivotal role in shaping customer-centric experiences across digital products. This role sits at the intersection of behavioral analytics, customer understanding, and business strategy.

We are looking for someone who can uncover the human story behind data, challenge assumptions with evidence, and transform insights into actionable opportunities. You will work across the Design Thinking lifecycle-from identifying customer pain points to validating solutions that improve customer experiences and business outcomes.

Key Responsibilities :

- Analyze customer journeys, funnels, session replays, heatmaps, and behavioral data to identify friction points and opportunities for improvement.

- Leverage quantitative and qualitative inputs to uncover meaningful customer insights and build evidence-based narratives.

- Synthesize customer behavior, business metrics, market context, and research findings into robust problem statements.

- Frame strategic opportunities and customer challenges through structured insight generation and hypothesis development.

- Partner with Product, Design, Business, Research, and Analytics teams to influence decision-making and prioritize customer-centric solutions.

- Evaluate and challenge research findings, ensuring insights are backed by rigorous analysis and critical thinking.

- Design and support experiments, validations, and testing approaches to measure the effectiveness of proposed solutions.

- Connect customer behavior patterns with upstream product decisions and downstream business outcomes.

- Present recommendations and insights to senior stakeholders through clear storytelling and structured problem-solving.

- Drive a culture of evidence-based decision making while balancing analytical rigor with customer empathy.

Ideal Candidate :

- 4 - 8 years of experience in Consumer Insights, CX Analytics, Product Analytics, UX Research, Behavioral Analytics, or related customer-focused functions.

- Proven experience working on B2C digital products with a strong focus on understanding user behavior and improving customer experience.

- Hands-on expertise in funnel analysis, clickstream analytics, cohort analysis, session-level analytics, and customer journey mapping.

- Experience using platforms such as Google Analytics, Mixpanel, Amplitude, CleverTap, Firebase, ContentSquare, or similar analytics tools.

- Strong ability to combine behavioral data with qualitative research findings to generate actionable business insights.

- Experience collaborating with Product, Design, Business, and Research teams in cross-functional environments.

- Working knowledge of SQL and Excel for data extraction, analysis, and interpretation.

- Familiarity with Tableau, Power BI, Looker, or similar visualization tools for insight communication and storytelling.

- Strong understanding of hypothesis-driven problem solving, experimentation frameworks, and A/B testing concepts.

- Ability to distinguish between correlation and causation and apply statistical thinking to decision-making.

- Excellent communication and stakeholder management skills with experience presenting recommendations to senior leadership.

- Strong critical reasoning and structured problem-solving capabilities with the ability to challenge assumptions and validate findings.

Preferred Background :

- Experience with leading consumer internet, fintech, e-commerce, mobility, or other B2C product organizations.

- Candidates from top product companies or leading analytics consulting firms.

- MBA from premier institutes such as IIMs, XLRI, NMIMS, SPJIMR, FMS, MDI, or equivalent institutions.

- Female candidates are highly preferred.

Compensation & Benefits :

- Compensation structure : 75% Fixed Pay + 25% Performance-Linked Variable Pay.

- Opportunity to influence customer experience strategy at scale.

- Exposure to high-impact, customer-centric transformation initiatives.

- Collaboration with cross-functional teams across Product, Design, Analytics, and Business functions.

- Fast-paced environment focused on innovation, experimentation, and customer-first thinking.