Swiggy - Business Associate - Analytics & Strategic Partner - Contact Center - IIT/NIT/BITS

At Swiggy, we're building an on-demand food delivery startup that is delighting many customers across India with time-guaranteed deliveries and an obsession with keeping customer service levels ridiculously high. We are changing the course of online food delivery in the country, one city at a time!

Swiggy offers you an exciting and challenging environment in which you can grow and thrive.

we are looking for people who are concerned about the customer at all times. Customer centricity is a key tenet of all our processes.

We value creativity, hard work, initiative and radical ideas.

Business Associate

Areas of Responsibility

- Co-ordinating and driving end-to-end cross-functional projects in collaboration with business stakeholders centrally and across markets

- Interacting with senior stakeholders including department heads/ CXO and expected to drive projects independently with senior management stakeholders & also collaborate with teams to drive impact and results.

- Establishing processes for customer communication and measure effectiveness of the same

- Identifying & tracking metrics to evaluate customer experience and facilitating data collation for the same

- Setting up processes for measurement and communication of customer sentiment

- Identifying high impact experiences and developing and implementing strategies to solve for the same

- Identifying market best practices and establishing industry benchmarks

- Developing product solutions to provide seamless experiences for customers

- Formulating and running experiments to improve customer experience and reduce the need for customer interactions

- Working closely with the customer support team on improving service

Desired Candidate:

- Full time Graduate from a Tier-1 Institutes

- Work experience of 1 - 2 years

- Experience in a related role or consulting is preferred but not mandatory

- High on energy, assertive and the ability to work under pressure and tight deadlines

- Should be comfortable working with MS Excel and Powerpoint

- Strong problem-solving ability - Candidate needs to exhibit structured thinking, very strong Analytical Skills, Process Orientation, pro-activeness and ability to take ownership of projects is a must