FILING INFORMATION

Position

Department

Express Business, Customer Service

Location

Mumbai

Band

3

Reporting To

DGM - Customer Experience

ROLES & RESPONSIBILITIES

Key responsibilities

• Measure impact of business initiatives including loyalty programs, promotions, marketing campaigns, etc. on the customer base.

• Analyze effectiveness of CRM campaigns and retention programs across online and offline channels for data-led optimization.

• Publish regular insights reports to measure and track KPIs against benchmarks.

• Develop modeling frameworks that analyze behavior trends and campaign performance.

• Lead analytics presentations to business stakeholders.

• Partner with IT and vendors to manage and maintain data quality and provide recommendations on data architecture.

• Create customer performance dashboards and present RCA of performance metrics, per customer, that are failing for service intervention

• Leverage CX data to identify opportunities to improve customer service and customer experience.

QUALIFICATIONS & COMPETENCIES

• Bachelor's degree or post graduate (MBA preferred) and equivalent work experience in a related field.

• 5+ years leading customer analytics at a company with a significant omni-channel presence.

• Strong data visualization experience (Tableau, PowerBI, DataStudio, Looker)

• Strong experience with data gathering and analysis (SQL, R, Python)

• Experience working with web analytics data (Google / Adobe Analytics)