Analyst

Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
Identify customer journeys, drop-offs, and behavioural patterns across digital touch points
Identify key customer pain points, trends, and emerging issues through data
Build dashboards and reports using Power BI, Tableau, or similar visualization tools
Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
Collaborate with digital, marketing, product, and CX teams to drive improvements
Manage client communication and ensure timely delivery of insights and reports
Drive closed-loop feedback mechanisms and continuous improvement initiatives.