Senior Analyst

The Associate Process Manager will be responsible for managing and delivering end-to-end analytics and insights projects related to customer feedback, digital channels, and brand sentiment. The role requires strong expertise in analyzing customer interactions across multiple touchpoints (social media, web/app analytics, surveys, reviews, NPS) and converting them into actionable insights.

The candidate will collaborate with cross-functional teams, manage stakeholders, and drive continuous improvement initiatives to enhance customer experience.

• Key Responsibilities

• 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.)
• Analyze web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
• Analyze data from offline touchpoints and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
• Identify customer journeys, drop-offs, and behavioral patterns across digital touchpoints
• 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
• Drive process improvements, automation, and standardization in analytics workflows
• Mentor analysts and ensure quality of deliverables

• Required Skills & Qualifications

• Bachelors/Masters degree in Business, Analytics, Marketing, or related field
• 36 years of experience in customer analytics, digital analytics, VoC, or CX programs
• Hands-on experience with VoC/NPS tools such as Qualtrics, Medallia, Sprinklr, or similar platforms
• Strong understanding of NPS, CSAT, CES frameworks and closed-loop feedback systems
• Experience on social media listening and sentiment analysis toolslike Hootsuite/Talkwalker, Sprout Social, Brandwatch or Brand24
• Hands-on experience with web & app analytics tools (Adobe Analytics, Google Analytics, Amplitude, etc.)
• Hands-on experience on data visualization tools such as Power BI or Tableau
• Advanced proficiency in MS Excel and MS PowerPoint
• Strong ability to analyze data and translate numbers into impactful stories and business recommendations (data storytelling)
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication and stakeholder management skills
• Ability to work with large datasets and derive meaningful insights
• Experience working with global clients or cross-functional teams

• Good to Have

• Experience with text analytics / NLP / sentiment analysis tools
• Knowledge of Python/SQL for advanced analytics
• Experience working with data lake/lakehouse platforms (e.g., Databricks) for handling large-scale structured and unstructured data analytics
• Familiarity with A/B testing, experimentation frameworks, and CRO (Conversion Rate Optimization)
• Exposure to automation tools or AI-driven analytics solutions