Assistant Manager Customer Experience Strategy & Insights

Assistant Manager – Customer Experience Strategy & Insights

At Chai Point, we dont just serve chai—we create memorable experiences. Every customer interaction is an opportunity to delight, and were looking for someone who can help us continuously improve that journey through insights, research, and strategic problem-solving.

We are looking for an Assistant Manager – Customer Experience Strategy & Insights to join our Bangalore HQ. This role is ideal for someone who enjoys solving business problems through customer insights, data analysis, and market intelligence. Youll work closely with cross-functional teams to understand customer needs, identify opportunities for improvement, and drive initiatives that enhance the overall customer experience.

What Youll D

o

Generate Customer & Market Insigh

• tsAnalyze customer feedback, NPS, CSAT, operational metrics, and behavioural data to identify trends and improvement opportunitie
• s.Conduct market research, competitive benchmarking, and industry analysis to understand evolving customer expectations and emerging best practice
• s.Study customer journeys to identify pain points, unmet needs, and opportunities for innovatio

n.Drive Business Improvemen

• tsPerform root cause analysis on recurring customer issues and recommend practical, data-backed solution
• s.Partner with Operations, Marketing, Product, Technology, and other stakeholders to implement customer experience improvement initiative
• s.Define success metrics and track the effectiveness of initiatives to ensure measurable business impac

t.Voice of Customer (Vo

• C)Support and strengthen the Voice of Customer program by consolidating customer feedback from multiple channel
• s.Translate customer insights into actionable recommendations for business team
• s.Prepare insightful presentations and reports for leadership to support strategic decision-makin

g.Customer Experience Strate

• gyIdentify opportunities to improve customer satisfaction, loyalty, and operational efficienc
• y.Build frameworks for tracking customer experience metrics and monitoring key trend
• s.Leverage AI-enabled tools and analytics to improve efficiency in reporting, research, and insight generatio

n.Who You A

• re3–5 years of experience in Customer Experience, Business Analytics, Strategy, Consulting, Market Research, or a similar analytical rol
• e.Strong analytical and structured problem-solving skills with the ability to translate insights into business recommendation
• s.Experience in market research, customer research, and competitive analysi
• s.Advanced proficiency in Microsoft Excel and strong presentation skill
• s.Comfortable working with large datasets and extracting meaningful business insight
• s.Excellent communication and stakeholder management skills with the ability to collaborate across function
• s.Curious, proactive, and passionate about improving customer experiences through data-driven decision-makin