Myntra - Senior Manager - Business Analyst - Customer Experience - IIM/XLRI/IMT/FMS/ISB/IIFT

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.

Business Analyst 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

- Align with the organization wide functions and senior management

- Collaborate within the CE team and all functions across the org to develop, conceptualize, build, validate, grow, enhance features that drive better customer experience

- Define business problems, conduct RCA, design solutions, define key metrics and indicators for measurement and success

- Deeper analysis of consumer behaviors & trends, by reviewing the internal & external data

- 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. Business Analysts will be dealing with a very ambiguous set of problems (e.g. improving returns experience, product quality, Supply Chain led experience).

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

- Strong stakeholder management skills - Business Analysts are expected to drive projects independently with senior management stakeholders across the organization. The individual needs to have strong people and stakeholder management aptitude.

- Strong Project Management skills to independently track multiple projects and collaboratively drive them to closure.

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