Customer Experience

Exp-7+ years

NP-Immediate to 15 days

Location- Gurgaon

Mode of work- Work from Office

Time Shift- UK time shift

Skill- Customer Experience, Process Mapping, Journey mapping

JD:

Role level: Sr. Analyst, CX Strategy & Analytics

Essential Functions/Core Responsibilities

• Analyze customer journeys and feedback data to identify friction points and improvement opportunities
• Conduct Voice of Customer research including survey analysis, interviews, and customer insight synthesis
• Develop consulting deliverables including journey maps, ROI analysis, strategic assessments, and data visualizations
• Support customer experience strategy projects through data analysis and insight generation
• Present findings and recommendations to project teams and stakeholders
• Execute project workstreams independently with manager oversight
• Lead project teams through planning, discovery, analysis, and reporting

Candidate Background & Profile

• Bachelor's degree and 4-6 years of consulting, customer analytics, or customer insights experience
• Experience with Voice of Customer methodologies and CX metrics (NPS, CSAT, CES)
• Strong analytical and quantitative skills with ability to work with large datasets
• Experience developing customer journey maps and strategic assessments
• Proficient in Microsoft Office, especially Excel and PowerPoint
• Familiarity with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred
• Experience in contact centers and self-service channels is a plus
• Strong communicator with ability to present to senior stakeholders
• Team-oriented with focus on contributing to larger project goals
• Initiative-driven, detail-oriented, and comfortable working in ambiguous situations