Myntra - Senior Analyst - Customer Experience - IIT/NIT

About the CE Team:

The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging etc) to ensure sustained performance across every leg of the customer journey. This entails strong cross functional understanding and stakeholder management to drive immediate action and process changes.

More importantly, the team defines the long term strategy that drive step change growth in customer experience. These are initiatives and investments that will create a world class standard for online fashion and lifestyle consumption experience for Myntra customers (e.g. Try & Buy, Next Day Delivery, Alterations, Product Quality, Forward & Reverse Logistics Experience), while improving customer metrics that influence long term business growth (Engagement, Retention, Life Time Value, Advocacy) and differentiating Myntra from the competition.

The team is comprised of a strong mix of analytical storytellers who turn data into actions. It also owns the customer experience index and is entrusted with providing the organization real time consumer insights. To that end, it relies on diverse capabilities including a strong analytics team, VOC Analysis, Market Research Cell, Customer Immersion Program and a store front lab.

Responsibilities:

- Own a key function within the CE team to drive short and long term business process improvements and strategic bets to create outstanding customer experience

- Strong data analytics to identify top issues at a macro/micro level

- Analytical thinking to study performance trends and take data driven decision such as changing processes/tech where required to mitigate root causes for the issues identified

- Execute identified project/initiatives and drive business outcome

What we are looking for:

- Strong problem solving ability - Candidate needs to exhibit structured thinking, very strong Strong Analytical Skills and Process Orientation.

- Strong in Data analytics - Candidate should be proficient in SQL, R/Python. Should we highly proficient in Excel; Knowledge of visualization tools like R-Shiny, Tableau is preferred

- Highly Action Oriented - Myntra as a culture has a strong bias for action and speed of implementation. Individual will need to own projects from conceptualization to implementation and typically close (go live with results) within a quarter.

- Stakeholder management skills - This role is expected to drive projects independently with senior management stakeholders across the organization. The individual needs to have strong people and stakeholder management aptitude.

- Orientation / past background in Technology is preferred, not mandatory.